loader from loading.io

#76 Why Average Handle Time is hated and is still important

Waiting for Service

Release Date: 08/31/2020

  • Average Handle Time didn't make the top 5 metrics
  • What is AHT and how did it come to being
    • It used to be a forecasting tool
    • Then become weaponized as a catch all for efficiency
  • Should we show this metric to every employee - supervisors and front line employees?
  • Bob argues Yes it is an important metric BUT it should only be on the leader's scorecard but not for the front line employee
  • Amas argues this is a pervasive incentive and is ineffective and it should be on everyone's scorecard
  • "It is not easy or cheap to be world class."