How I reduced my AHT by 50 seconds

Department: Customer Service

Job description

• Customer service for master and visa cards of X co and its affiliates. • Sales through service process. • Handle customer queries, providing

accurate information.

CHALLENGE

AHT was 230 seconds instead of the PLA of 180 seconds

APPROACH• List monthly and daily AHT for last 3 months.• Detect the type of calls that takes maximum

time.• What kind of questions takes long time to

explain.• Get thorough with the procedures for the

above question types. • Rehearsed ways to explain the difficult topics in

an easy to understand style.

APPROACH

• Set a target of reducing AHT by 6 secs on an average on every call.

• Set an AHT chart.• Note time separately for the service and the

sales part of the calls.

RESULT

AHT reduced by 50 secs i.e from 230 secs to 180 secs in 2 months.