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They would spend more time on calls and manage to calm the customers by successfully addressing their concerns. Thus, this metric is very helpful in organizing team benchmarks and determining agents who need more training to serve customers better. It also involves providing consistent service across all these channels.
It also measures customer hold times and the time required for post-call tasks and administrative work (such as filing a form or updating the CRM). According to Call Centre Magazine, the global industry benchmark for AHT (regardless of industry and team size) is six minutes and three seconds.
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