Frequent transfer of requests to hold mode

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This not only worsens the perception of service quality, but also distorts the aht indicator, making it less accurate. Manipulations with time (artificial lengthening or shortening of the call) also affect aht. For example, operators can end calls earlier to improve their indicators, or, conversely, drag out calls to avoid taking new calls. Post processing time This is a key metric in the service industry, which reflects the average time spent on processing one request after interaction with the subscriber. Average handling time includes not only the conversation, but also the post-processing required to complete all actions on the request.

It is important to understand the meaning of this italy business mailing list metric, as it affects the overall efficiency of the support center and customer satisfaction. One of the common reasons for putting calls on hold is when an agent needs to get additional information or advice from a senior colleague. This often happens in the case of complex questions. The second reason is when an agent is overloaded, when he or she is serving several clients at the same time and is forced to temporarily put the call on hold.



Such call interruptions affect the aht indicator, lengthening the overall service time. Each time a client waits on the line, their waiting time is added to the overall conversation segment. This increases the average call handling time. Lengthening aht can negatively affect the efficiency of the contact center and lead to a decrease in customer satisfaction. Post-processing also plays an important role: a drawn-out process of recording or entering data after a call can significantly distort the aht indicator. Unconscious pressure on the subscriber Transfers to hold may create unconscious pressure on the subscriber.