The Importance of AHT and Talk Time
As most know, Talk Time and Average Handle Time (AHT) are key performance indicators (KPIs) in contact centers. In fact, these metrics are essential and should always be prioritized.
The Double-Edged Sword
However, many leaders push agents to complete calls as quickly as possible. This approach makes sense for several reasons. For one, organizations often pay vendors based on “productive time,” which is tied to AHT and Talk Time. Essentially, the billing starts when an agent begins an interaction and stops once it’s completed. While this approach is common, it has its drawbacks.
Balancing Speed and Quality
Moreover, agents need to move quickly to help the next caller. We’ve all experienced long wait times when calling companies, and it’s understandable that agents must work efficiently. However, if the focus is solely on speed, quality may suffer.
For instance, an agent may receive high scores on quality assessments but struggle with AHT. If pushed to speed up, they might rush through calls, cutting off customers and diminishing their experience. Consequently, this can lead to negative feedback and lost customers.
The Risks of Rushing
Furthermore, organizations often lose sight of the purpose behind AHT and Talk Time. Instead of serving the customer, these metrics become just numbers to hit, overshadowing the importance of a positive customer experience. Unfortunately, rushing through interactions can have significant consequences, as unhappy customers may share their experiences widely.
Reassessing Metrics
Thus, leaders must evaluate what optimal AHT and Talk Time should be. Simply averaging all calls is a lazy approach to key performance indicators and can be misleading.
In my experience with clients, I frequently see agents rushing through calls. The common rationale is, “We need to get to the next caller” or “We bill on productive time.” However, these reasons do not justify a negative customer experience.
A Balanced Approach
Ultimately, taking a little extra time to ensure a good interaction can pay off. There are various strategies to gain a comprehensive view of customer experience, and having a reliable contact center partner can help.
In conclusion, if your AHT and Talk Time metrics are strong, that’s great. However, it’s wise to periodically reassess them to ensure they are benefiting your operations and enhancing customer satisfaction.
