Average Handle Time (AHT) is a metric used in contact centers to measure the average duration of a customer interaction, including hold time, talk time, and after-call work. AHT is a critical metric for contact centers, as it helps to measure the efficiency of their operations. However, does it impact customer experience? Let’s explore.
AHT can impact customer experience in both positive and negative ways. A shorter AHT can reduce customer wait times and improve customer satisfaction. However, if agents are rushing through calls to meet AHT targets, it can negatively impact customer experience. Customers may feel rushed and not receive the attention and support they need, leading to dissatisfaction.
Cegura Technologies recognizes the importance of balancing AHT with quality customer service. The company focuses on training and developing its agents to provide efficient and effective customer service. Cegura Technologies’ agents are encouraged to take the time to understand customer needs and provide personalized support, even if it means exceeding AHT targets. This approach has helped the company to deliver exceptional customer experience, resulting in high customer satisfaction rates and customer loyalty. In conclusion, AHT is a critical metric for contact centers, but it should not be the sole focus. Balancing AHT with quality customer service is essential to deliver exceptional customer experience. Companies like Cegura Technologies that focus on developing their agents’ skills and encourage them to provide personalized support, even if it means exceeding AHT targets, can improve customer experience and drive customer loyalty.
