Veteran Moves to Lower Down AHT

AHT or Average Handle Time is comprised of 3 components namely; Talk Time, Hold Time and ACW (After Call Work).

Legit way to ensure you're hitting your target AHT is ensuring that you're troubleshooting effectively and within your scope of support, not placing the customer on hold and not using ACW by completing your notes before the call ends.

Admittedly, that's not easy. Right? I know you'll agree with me. Lol!

So here are some veteran moves to lower down AHT. Take note that the following tips WILL NOT GUARANTEE success and may even be the cause of your termination. YOU'VE BEEN WARNED!

- To lower down your talk time, ask your customer to remove the dual line splitter and have the modem directly connected to the phonejack. This technique only works for those tech support reps that handle DSL connection and only if the customer is calling from the phone connected to the same dual line splitter. lol!


- Remember that Hold Time is computed by the total number of minutes you use the hold button over the total number of hold times you made. So, in order to lower down your hold time, you'll need to add a lot more divisor. Do a 1-second hold on some of your calls. This will only work if you're using the hard phone.


- As for ACW, instead of pressing the ACW button, press instead the AUX button. Don't do this regularly or better yet don't do it at all!

There you have it folks. Again, following those veteran moves can get you into trouble. But hey, if you want a different career, then, that's the easiest way to do it. lol!

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!