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AHT – SW Update
An Analytical Overview of AHT Regarding
Software Update

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Overview
 Background
 Statistics
 Root Cause Analysis
 Actions Taken/Future Actions
 Recommendations
 Conclusion

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Background
 Perspective of the Site’s current AHT levels
 As of Period 2016P06 (March), the Site’s current AHT for SW
update
 Outliers:
 25 Advisors Analyzed
 13 Monitored

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Statistics
 879 Calls logged for the issue
 479 Resolved
 Affected Products Classified as:
 138 –
 322 –
 9 –
 10 – NON-TECHNICAL

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Statistics
0
1
2
3
4
5
6
7
30+
40+
20+
Under 20
Number of Advisors per AHT (Minutes)

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Root Cause Analysis
 Being holistic with troubleshooting
 Significant ‘dead air’
 Creating rapport and going off-topic

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Actions Taken/Future Actions
 Positioning Call Backs
 Escalating Call

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Recommendations
 Buddy-up Advisors
 Let Advisors listen to examples of low AHT type calls
 Team champions
 Challenge all aspects of AHT

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Conclusion
Don’t confuse quality with efficiency
 Treat each call as a ‘project’ that has a short deadline with the
option to be completed by another Advisor

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Questions?

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Thank You