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'Implementation of Average Handling Time Will Make Call Center Service Lousy'

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  • -- ../../local/callcenter/average_handling_time/20090612-00344-Implementation-of-Average-Handling-Time-Will-Make-Call-Center-Service-Lousy

    Implementation of Average Handling Time Will Make Call Center Service Lousy

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    06/12/09 06:41

    The quality of a call center's work depends on the purpose of establishment of the call center operation.

    Like what is mentioned in the article below, call center performance will be lousy if its sole purpose is to satisfy some Average Handling Time (AHT) metric. Customers need time to relay their problems and have them answered by the agent on the other side of the line. You don't just limit those calls.

    Link: Call Center Purpose; System Failures

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