Average Handle Time (AHT) benchmarks
Looking for some input and/or benchmarks on AHT for centers that are in the Technical Software space. Any whitepaper on this would be helpful. Thank you.
Answers
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Hello @Francesco what does "AHT" stand for? Thank you.
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Average Handle Time
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Hello @Francesco my apologies it was already too late after my question seeing you had it spelled out on the discussion subject line. To get the conversation started, let me pull in the following TSIA Exchange members for their input: @SorenMarklund @JosephReifel @Neal Hatton @Ronald Stovall
Hi @DavidBaca @SaraJohnson any industry insights you can provide to Francesco?
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Hi!
Maybe this paper can help as a start: https://www.tsia.com/blog/how-to-improve-support-service-organizational-performance
If you're a TSIA Member, Benchmark and this research paper could help you:
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@CarlosAlves Thank you for the quick reply. I did review the whitepapers as I am a member of TSIA but unless I missed it, I was not able to see a call out that speaks to phone or chat Avg Handle time (AHT).
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Hi @Francesco . In the papers, metrics are mentioned but not under AHT name. I worked a lot with ITIL 2, 3, and 4. Do you have a reference from where the AHT metric is being used?
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