It includes all stages of interaction: from vietnam telegram the start of the call to the complete resolution of the problem. ate the efficiency of operators, identify areas requiring improvement. In recent years, average processing time has been used for: optimization of customer service processes; identifying operator training needs; reducing maintenance costs. AHT enables quality service delivery, which contributes to increased customer satisfaction and brand loyalty. The Importance of AHT in Customer Service The faster an agent resolves a problem, the more satisfied the customer is with the service.
However, it is important not only to reduce the processing time, but also to maintain the quality of service. Reducing AHT should not lead to superficial problem solving. AHT also plays a role in assessing employee performance. The indicator allows managers to track how effectively employees cope with their duties. A high AHT may indicate the need for additional training or process revision. A very low indicator may indicate a risk of reducing service quality due to an attempt to save time. Calculating AHT Calculation formula It is simple and includes three main components: talk time, hold time, and after-call work time.