AHT action plan for call center

1. AHT ACTION PLAN
Performance for last 6 months

2. AHT (average handle time)
 Average time that Agents take to
handle calls and be ready to
answer another call .
Target <= 1 Min : 1 Sec
Calculation step :-
SUM of (Talk Time + Hold Time + ACW) divided by
Handled Calls .

3. Our Account AHT for last 6 months
01:02
01:00
01:02
00:59
01:03 01:03
01:00
00:57
00:57
00:58
00:59
01:00
01:01
01:02
01:02
01:03
01:04
Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15
Actual AHT Targt AHT
Down
is
Good

4.  We targeted 2 months in last 6
months (July, September) and this
is not acceptable to Company .
 We need to know why we didn’t
target in past 6 months & how to
avoid that in the future ?

5. Possible reason to this problem ?
 Agents with no motivation / satisfaction .
 High attrition rate .
 Technology issue .
 Agents with less basic information .

6. Agents motivation / satisfaction
 Agents must know and understand company’s
mission and vision .
 Executive AHT competitions between agents .
 Team leaders must encourage agents to get
targets .
 Analysis agents performance to update plans
and activates to agent with higher AHT .
 Increase agents awareness with AHT
importance .

7. High attrition rate
 Before hiring process must all new possible
agent know (targets , salary , working hours ,
general rules , Personnel Policies) .
 Improve working environment .
 Update personnel policies & rules to increase
agents satisfaction and motivation .

8. Technology issue
 Executive training programs to agents about
how to handle calls when technology issue
happens .
 Executive training programs to agents about
how to use Avaya and Computer in good way
to prevent any technology issue .
 Technical support team working 24hours / 7
Days .

9. Agents basic information
 Improve training program quality .
 Team leaders must increase side by side
Coaching to increase agents ability to handle
calls .
 Executive skill Verification between agents .

10. Thanks