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 A...read more

By spiliting the work among the team

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 th...read more

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 remo...read more

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

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