'Average Handle Time'

Average Handle Time

05/29/09 08:05

In some call centers, there is this thing we call Average Handle Time (AHT), or the time that agents should allocate for each client call. This can lead to many problems, such as the agents hanging up on clients just to keep up with the AHT and meet their quotas.

This is, perhaps, one of the most stupid ideas that any call center company can come up with.

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All front line agents who salaries depend on crappy metrics like handle time should read the INSANELY FUNNY novel (that's actually named), HANDLE TiME, by LiNCOLN PARK. It's the only novel about what it's actually like to work inside of an American call center environment. She has a chapter on metrics, agent pay, training... everything! We liked it so much, we sell it on our blog, as well. If you read HANDLE TiME, you will really have a laugh about this business that so many of us work in every day.

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