The AHT ( Average Handle Time) , this KPI measures the end-to-end interaction with a customer: from call initiation, hold time, talk time and After Call Work (ACW), which is the post-call work time required to resolve the call, ie:
AHT = (RING + ACD + HOLD + ACW).
Depending on the type of service/orientation the customer needs, this value will vary, and an AHT of 30 minutes can be as bad as an AHT of 2 minutes. We will have to put in value, the time needed for a customer to be well served, and we should not analyze this KPI in isolation to size our team, because we can run the risk of having the technicians of the hashtag#contactcenter talking in machine gun mode or having the customer bored telling him how “lazy” he is in the matter and the customer like !!!what laziness is giving me!!!!
¡¡¡¡ Meeting the customer's needs should be our top priority in the time it takes, no more, no less!!!!
