WHY AHT IS HIGH

Have you ever wondered why your Against Hold Time (AHT) is high? It's a common problem for call centers, and it can be difficult to find a solution. But don't worry, we're here to help.

In this article, we will discuss some of the most common reasons why AHT is high, and we will provide some tips for reducing it.

What is AHT?

Against Hold Time (AHT) is the amount of time a customer spends on hold while waiting for a call center agent to answer their call. It is an important metric for call centers because it can have a significant impact on customer satisfaction.

Why is AHT High?

There are a number of reasons why AHT can be high. Some of the most common reasons include:

1. Understaffing

One of the most common reasons for high AHT is understaffing. When a call center does not have enough agents to handle the volume of calls, AHT will increase.

2. Long Call Resolution Times

Another reason for high AHT is long call resolution times. This can be due to a number of factors, such as complex customer inquiries, lack of agent training, or inefficient call processes.

3. Excessive Hold Time

Excessive hold time can also contribute to high AHT. This can happen when agents are not available to answer calls immediately, or when customers are placed on hold for long periods of time while their calls are being transferred.

4. Overly Complex IVR Systems

Another factor contributing to high AHT is overly complex IVR systems. When customers have difficulty navigating the IVR, it can lead to longer call times and higher AHT.

5. Lack of Training

Lack of training can also lead to high AHT. When agents are not properly trained, they may not be able to resolve customer inquiries efficiently, leading to longer call times.

How to Reduce AHT

There are a number of things that call centers can do to reduce AHT. Some of the most effective strategies include:

1. Hire More Agents

One of the most effective ways to reduce AHT is to hire more agents. This will help to ensure that there are enough agents available to handle the volume of calls.

2. Improve Call Resolution Times

Call centers can also reduce AHT by improving call resolution times. This can be done by providing agents with the necessary training and resources, and by streamlining call processes.

3. Reduce Hold Time

Call centers can also reduce AHT by reducing hold time. This can be done by making sure that agents are available to answer calls immediately, and by avoiding the use of excessive hold time.

4. Simplify IVR Systems

To reduce AHT, call centers can simplify their IVR systems. This will make it easier for customers to navigate the IVR, leading to shorter call times.

5. Provide Comprehensive Training

Call centers can reduce AHT by providing comprehensive training to their agents. This will ensure that agents are equipped with the skills and knowledge necessary to resolve customer inquiries efficiently.

Conclusion

AHT is a critical metric for call centers. By understanding the reasons for high AHT and taking steps to reduce it, call centers can improve customer satisfaction and overall performance.

FAQs

1. What are the main reasons for high AHT?

The main reasons for high AHT include understaffing, long call resolution times, excessive hold time, overly complex IVR systems, and lack of training.

2. How can call centers reduce AHT?

Call centers can reduce AHT by hiring more agents, improving call resolution times, reducing hold time, simplifying IVR systems, and providing comprehensive training to their agents.

3. Why is it important to reduce AHT?

Reducing AHT is important because it can improve customer satisfaction, reduce costs, and improve overall call center performance.

4. What are some of the challenges of reducing AHT?

Some of the challenges of reducing AHT include the cost of hiring more agents, the need to improve agent training and skills, and the need to streamline call processes.

5. What are some of the benefits of reducing AHT?

The benefits of reducing AHT include improved customer satisfaction, reduced costs, improved call center performance, and increased agent productivity.