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Just to weigh in:
Often times AHT (you have to consider all elements - talk, hold and after call work) reduction programs DO drive poor quality calls and or a reduction in single contact / real time resolution. I urge you not to get caught up in the "time game" and take a more Zen like approach - all things are connected. Don't just look at "Mary's" relative AHT (broken out into it's parts) but also her Quality, SCR / RTR, Sales (if you have that component) and her personal stats around associate satisfaction and attendance.
I would also recommend that you use control charts to establish if your system of AHT performance is in balance. If it is you can use tools such as fishbone analysis and MBF to lower your over-all performance times (keeping in mind the Zen statement above). If your system is not in balance you can zero in on those outside the UC and LC limits to find special and common cause.
An important fact to consider (and this from 20 + years of benchmarking and SPC) - you can not improve performance until your system is in balance.
Finally, don't (Please, Please Don't) get caught up in a Rank and Score culture in exclusion of control charts. It never ceases to amaze me when people rank order a group of X without realizing the simple truth that in ANY group of ten there must be a #1 and a # 10. This tells you nothing about anything. Use control charts to place performance in perspective and determine stability. Only than will you have the opportunity to discover best demonstrated practices amongst your agents and obtain SUSTAIN performance improvements.
Rick
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