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Thus, this metric is very helpful in organizing team benchmarks and determining agents who need more training to serve customers better. Working on customer feedback Implementing multi-channelsupport Improving products and services 4. Imagine if agents won’t take the stress of maintaining low AHT.
According to Call Centre Magazine, the global industry benchmark for AHT (regardless of industry and team size) is six minutes and three seconds. Thus, this metric is very helpful in organizing team benchmarks and determining agents who need more training to serve customers better. In most cases, businesses should have lower AHT.
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