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Average Handling Time [Copy]

Average Handling Time [Copy]

Published on 19 August 2020
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Transcript
00:04
AVERAGE HANDLING TIME (AHT)
00:06
Effective & Timeous Call Handling
00:09
A brilliant call is not the shortest call.
00:10
The longest call is not the most effective call
00:15
Acknowledge and engage your customer to demonstrate understanding by making acknowledgment remarks
00:16
Promote the Telkom website in your conversation to empower your customer
00:18
Listen attentively to respond appropriately
00:22
Manage Your AHT
00:28
Resolve your customers query in the fastest but most efficient manner
00:31
Rushing the call does not result in a good AHT. Listen attentively & keep your tools within reach.
00:33
Acknowledgements such as ‘I hear you’ or ‘I understand‘ reassures your customer & reduces repetition
00:36
Thank You