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What Causes High ACH Time and How Reduce it in Contact Centers?

Average handle time (AHT) is how long it takes a customer service representative to resolve an issue. Find out how to reduce AHT (Average Handle Time), increase efficiency, and improve customer satisfaction. Read our latest blog to learn more: <br>

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What Causes High ACH Time and How Reduce it in Contact Centers?

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  1. What Causes High ACH Time and How Reduce it in Contact Centers?

  2. What is the Average Call Handle time? Average Call Handle (ACH) Time or Average Handle Time (AHT) is one of the key performance metrics of the contact center agents. It is used to calculate the total time consumed when a customer initiates the call till the time he gets the final resolution. This duration includes hold time, talk time, call transfer, and post-call work.

  3. Formula for calculating ACH time The formula for calculating ACH time is - Average Call Handle = (Total talk time + Total hold time + Follow-up times) Total Number of Calls

  4. What causes high ACH time? Below are some of the reasons that cause high Average Call Handle (ACH) time in the contact center. More time in explanation Lack of compiled data Lack of agents’ training Technological Gaps

  5. How to reduce ACH time? Here are the best ways to reduce the Average Call Handle time. Create an insightful knowledge base Train agents Monitor agents’ performance Invest in an agent support tool

  6. Read the blog to know more about ACH time and the best ways to maintain it with NovelVox's advanced integration solutions. Click Here to Read More

  7. Biggest Library of Ready Integration

  8. About us NovelVox is a leading contact center solution provider offering unparalleled value to Cisco, Avaya, Genesys, DialPad, Five9, Zoom and Amazon Connect contact centers through advanced CX solutions ensuring the utmost level of customer satisfaction. The company offers seamlessly integrated and AI-powered solutions to upheave agent and customer experience. With over 300 deployments worldwide, the company provides unmatched and tailored support by modernizing customer service operations with its unified agent desktops, omnichannel solutions, AI-powered bots, wallboards, and much more.

  9. About NovelVox NovelVox is among the leading contact center solution provider in the world, having 5 global offices located in the United Kingdom, United States, United Arab Emirates, Kingdom of Saudi Arabia, and India. With more than a decade of hard work in providing best-in-class industry-specific solutions, we have made customers in 16+ countries with 150+ global deployments across many business verticals, including Banking, Telecoms, Logistics & Travel, Healthcare, Government, Education, and Retail. NovelVox creates industry-specific Agent Desktops with further optimization option to enable agents to offer personalized experience. The solution results in having meaningful conversations with the customers or citizens. www.novelvox.com +1 9288645100 marketing@novelvox.com

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