Getting rid of AHT

[valinphx]

We are considering switching from using Quality & AHT as a performance measure for our reps to using Quality & ACW/Hold (basically time away from the customer).

Has anyone tried this before or have any ideas why it would or would not work?

The goal is to increase customer & agent satisfaction by focusing on the times that the agent is not helping the customer rather than limiting the time that they have to help.

[ctaylor]

Valin,

By adopting these metrics you may experience the same problems as with AHT. One of the challenges often cited with AHT driven measurement is that agents will work hard to maintain the AHT targets and that can mean dropping calls or giving incomplete information. ACW has the same challenges, you may in effect be penalizing your agents for incomplete training by discouraging getting help and instead cause them to 'wing it'.

For my money I would look at Quality ( tied to and calibrated to actual Customer Satiisfaction results) and First Call Resolution as a superior set of metrics. You will still want to track AHT and ACW as these may point to training/coaching issues that can lead to improved quality and FCR.

I hope that I have added some value. Please feel free to contact me directly if I can be of any fuurther assistance ctaylor@thetaylorreachgroup.com

Colin

[n_meghanath]

I would assume ACW and Hold time to be integral part of a call. Yes, It is not a must to have ACW and Hold time on every call however I won't like some one trying to wrap the call while he is still trying to help the customer . As per as Hold is concern there is always an acceptable time to the customer. Infact if you trying limiting the hold time you might find yourself with lots of death air in the call which is more inconvenient to the customer.