If you are given a task to reduce your team's AHT from the current 600 seconds to 580 seconds in the next 30 days, what would be your course of action?

Question

Accepted Answer

To reduce team's AHT from 600 sec to 580 sec in 30 days, I would implement the following strategies.

Analyze the current AHT data to identify the areas of improvement
Identify the top reasons for high AHT and train the team to handle those scenarios efficiently
Implement process improvements to reduce unnecessary steps in the workflow
Provide regular feedback and coaching to the team to improve their performance
Monitor the progress regularly and make necessary adjustments to the plan

Accepted Answer

Will start focusing on highest productivity of team member by using smart working & understanding the all requirements within TAT provided by Company.

Accepted Answer

By spiliting the work among the team

Accepted Answer

Understand what kind of calls have the highest AHT, once that is identified, try to work on ways to simplify the call or the process. For example work on shorter statements or disclosures. If it it the procedure that is taking long try to simplify the procedure.

Accepted Answer

Conduct a time and motion activity for a week. Ensure each of the member of the team participating in it and each of the team member has at least 30 transactions. Then do outlier treatment. After removing the outlier, calculate the mean of the remaining data and that will be your AHT.

Accepted Answer

Identify the outliers, audit the calls and figure out the opportunities and coach them weekly followed by random audits

Accepted Answer

We will have to start focusing on the productivity and ask the team to increase there individual goals to achieve team productivity.

If you are given a task to reduce your team's AHT from the current 600 seconds to 580 seconds in the next 30 days, what would be your course of action?

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