Average Handling Time

Photo is mine
@luisga814 (4346)
Quezon City, Philippines
August 5, 2022 4:16pm CST
Hi there. Good morning. It's 5:04am here. Just ended my night work shift as a customer service representative of an online shopping site for fashion dress and shoes. The purpose of this discussion is to share to you my Average Handling Time (AHT). Before that, what is AHT? AHT is short for Average Handling Time. AHT measures our performance in how fast we handle our customers query? For example, on your first chat, you handled the query for 9 minutes and on the second chat, you've handled it about 50 minutes or more. That means, it affect the AHT for both chats because you didn't solve the the customers query as fast you can. Just to let you know, AHT is only one of the scoring matrix to check our performance. As I've shared to you previously, surveys of the customers (tNPS), QA, AHT and CRR (Customer Resolution Response) in which I'll have a separate discussion for that. On the report, my name is in the bottom. That's a good news for AHT because I handled all my customers query as fast as I can because I value the customers time to resolve it ASAP. The lesser the number on AHT, the best number. So, it means, I'm on number 1. Passing AHT as per management is less than 20. Then on this report, my AHT score is 12.26. Since passing is less than 20AHT, it means, only 4 of us in the team passed.
7 people like this
6 responses
@RubyHawk (66602)
• Atlanta, Georgia
5 Aug
You have a responsible hard job. Satisfying customers complaints isn’t easy. I’ve never done that myself but I know people who have. Good luck to you.
2 people like this
@luisga814 (4346)
• Quezon City, Philippines
5 Aug
Thanks. I've wanted to share the actual report but I'm having some technical issues in uploading.
1 person likes this
@RubyHawk (66602)
• Atlanta, Georgia
5 Aug
@luisga814 Maybe-it will upload later. Sometimes I have a problem submitting.
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
6 Aug
@RubyHawk I already uploaded it.
1 person likes this
@Deepizzaguy (69247)
• Lake Charles, Louisiana
5 Aug
You did very well on your work as a customer service representative to the point where you are able to gain high scores solving the problems of customers in need.
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
6 Aug
@Deepizzaguy thanks.
1 person likes this
@Deepizzaguy (69247)
• Lake Charles, Louisiana
6 Aug
@luisga814 You are welcome since I used to work as customer service representative at Domino's Pizza.
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
6 Aug
@Deepizzaguy Wow. Great to know working on a Domino's Pizza. I have some friends working into that also.
1 person likes this
@LindaOHio (98943)
• United States
6 Aug
Congratulations on your good job performance. Have a great weekend.
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
6 Aug
@LindaOHio Thanks. Have a great weekend too. What's your plan for the weekend, if you don't mind me asking?
1 person likes this
@LindaOHio (98943)
• United States
6 Aug
@luisga814 Thanks. We have no plans at the moment.
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
6 Aug
@LindaOHio No worries. Enjoy whatever plans you have.
1 person likes this
• Philippines
6 Aug
My only call center agent experience was back in 2006 and I never that good even my english sucks. THere are just some people that are good with their AHT and english speaking...
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
6 Aug
@Letranknight2015 My English is not perfectly good also. However, I'm making sure my customers understand the things I'm trying to explain.
@louievill (29069)
• Philippines
5 Aug
But isn't that subjective? What I mean is what if you get unlucky and all the difficult problems and hard to please people people get thrown at you randomly?
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
6 Aug
@louievill yes. That's right, sometimes I'm not that lucky because there some customers hard to please. So, in view of that, in order to address the concern immediately. I'll ask the customer, what you're expecting us to help you? And if that will be good in our process, I'll immediately give th their needs. Then end of conversation.
@marlina (148854)
• Canada
5 Aug
Sounds stressful
1 person likes this
@luisga814 (4346)
• Quezon City, Philippines
5 Aug
Yes @marlina Sounds stressful because we need to do our best to maintain our good numbers of performance.
1 person likes this