Waktu Penanganan Rata-rata (AHT)
Definisi:
Waktu Penanganan Rata-rata (AHT) adalah metrik utama yang digunakan untuk mengukur durasi rata-rata panggilan pelanggan dari awal hingga akhir, termasuk semua aktivitas yang terkait.
Unsur-unsur Utama:
Pengukuran Komprehensif: Termasuk waktu bicara, waktu tunggu, dan pekerjaan setelah panggilan.
Perbandingan Kinerja: Digunakan untuk mengevaluasi kinerja dan efisiensi agen.
Dampak terhadap Pelanggan: Berpengaruh terhadap kepuasan pelanggan dan kualitas layanan secara keseluruhan.
Mengapa AHT Penting:
Pemantauan AHT membantu organisasi mengoptimalkan operasional pusat panggilan, memastikan layanan pelanggan yang tepat waktu sekaligus mengelola biaya secara efektif.
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