This document summarizes the average handle time (AHT) for an account over the past 6 months. The AHT target is 1 minute and 1 second, but the target was only met in July and September. Possible reasons for missing the target are listed as agents lacking motivation, high attrition rates, technology issues, and agents lacking basic information. The document provides recommendations in each of these areas to improve AHT metrics and ensure the target is met going forward, such as improving training programs, increasing agent satisfaction, and enhancing technical support.

1. AHT ACTION PLAN
Performance for last 6 months

2. AHT (average handle time)
 Average time that Agents take to
handle calls and be ready to
answer another call .
Target <= 1 Min : 1 Sec
Calculation step :-
SUM of (Talk Time + Hold Time + ACW) divided by
Handled Calls .

3. Our Account AHT for last 6 months
01:02
01:00
01:02
00:59
01:03 01:03
01:00
00:57
00:57
00:58
00:59
01:00
01:01
01:02
01:02
01:03
01:04
Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15
Actual AHT Targt AHT
Down
is
Good

4.  We targeted 2 months in last 6
months (July, September) and this
is not acceptable to Company .
 We need to know why we didn’t
target in past 6 months & how to
avoid that in the future ?

5. Possible reason to this problem ?
 Agents with no motivation / satisfaction .
 High attrition rate .
 Technology issue .
 Agents with less basic information .

6. Agents motivation / satisfaction
 Agents must know and understand company’s
mission and vision .
 Executive AHT competitions between agents .
 Team leaders must encourage agents to get
targets .
 Analysis agents performance to update plans
and activates to agent with higher AHT .
 Increase agents awareness with AHT
importance .

7. High attrition rate
 Before hiring process must all new possible
agent know (targets , salary , working hours ,
general rules , Personnel Policies) .
 Improve working environment .
 Update personnel policies & rules to increase
agents satisfaction and motivation .

8. Technology issue
 Executive training programs to agents about
how to handle calls when technology issue
happens .
 Executive training programs to agents about
how to use Avaya and Computer in good way
to prevent any technology issue .
 Technical support team working 24hours / 7
Days .

9. Agents basic information
 Improve training program quality .
 Team leaders must increase side by side
Coaching to increase agents ability to handle
calls .
 Executive skill Verification between agents .

10. Thanks