CSR’s Rant Against AHT Objectives
Posted by Ted Hopton on January 28, 2008
I just posted a great rant from a CSR about Average Handle Time (AHT) objectives in her call center, and how miserable she is trying to work under them. It’s not the most eloquent argument you’ll ever read, but it is heartfelt, passionate and shows that she “gets it” better than her management team does: doing a good job responding to callers’ needs is more important than an arbitrary (and in this case, unreasonable) AHT target.
The post is in ICMI’s QueueTips, under the topic, “Average Handle Time Standard.” It’s Response #6, so scroll down the page if you want to skip directly to it. If you’ve got AHT standards in your call centers, this rant is must reading! Could she be working in your center right now?
call center management
