I coached a new employee to reduce AHT to 192 secs. It is one of my accomplishments.This is a part of my behaviour based resume.

1. How I coached a
new employee to
reduce AHT to 192
secs

2. 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.

3. CHALLENGE
AHT was 250 secs instead of the
PLA of 192 secs

4. APPROACH
• Made a list of his AHT for the last 10 days.
• Monitored the agent’s calls to figure out areas
of opportunity.
• Coached to have smooth conversation with
the customer, avoid dead air and not to
deviate for the business.
• Coached him on procedures where he is
taking maximum time.

5. APPROACH
• Rehearsed ways to explain the difficult topics
in an easy to understand style for the
customer.
• Document AHT for every call.
• Noted time separately for the service and the
sales part of the calls.

6. RESULT
AHT came down by 58 secs i.e from
250 secs to 192 secs in the next 2
months.