Shop Talk
Tips to decrease AHT
I need some tips. I was doing really good about getting out of wrap and working on my work while waiting for another call but my call times are still a bit high and my hold times are still up there.
Any tips?
Any tips?
...
dont use hold, that will help because youll be more in tune to the customer and better able to deal with them, when they are on hold sometimes you get distracted by other agents and get off track, also keep things concise, think of need to know basis, if the customer doesn't NEED to know, dont go into a lengthy explaination when they dont care what went wrong, just that you fix it.
...
funny to see a thread like this, because my biggest issue here is my AHT is to LOW
...
We do insurance claims and it takes awhile to take down their statement, explain the process and set up their shipment of the replacement phone.
...
I tried out some of your techniques. I'm still a noob so I have to put them on hold sometimes but I did the need to know basis. My call time was down yesterday from 10:51 to 07:57! Thankies!
...
All you have to do.....
Thank you for calling Sprint, my name is......... You have 5 minutes. Go!
5 minutes later, disconnect the call 😉
Thank you for calling Sprint, my name is......... You have 5 minutes. Go!
5 minutes later, disconnect the call 😉
...
On a more serious note, not putting the cust on hold really does help 😁
...
