How do you approach agents who are consistently exhibiting high Average Handling Time (AHT), and what actions do you take in such situations?

Question

Accepted Answer

I analyze AHT trends, provide targeted coaching, and implement strategies to improve agent performance and efficiency.

Conduct a one-on-one meeting to discuss AHT metrics and understand the agent's perspective.
Review call recordings to identify specific areas where the agent may be spending excessive time.
Provide targeted coaching sessions focusing on effective call handling techniques, such as using scripts or FAQs.
Set achievable AHT goals and monitor progress regularly, offering positive reinforcement for improvements.
Encourage peer shadowing, allowing agents to learn from high performers in real-time.

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