Another Wish for You - CRMAdvocate: 5/30/2012

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My Take: Another Wish for You
Gary Lemke, Chief Customer Advocate (May 30, 2012)

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Yesterday's wish for you was a hope that your Average Handling Times (AHT) increase. Why? Because an increase can actually be a good thing for the customer experience if it is the result of better business processes or better self help that reduces or eliminates the repetitive, mundane customer queries.

Here's another wish along the same line of thinking: I wish your organization's AHTs do not decrease. OK, it's a bit of a stretch to say that it is different from the first wish but let me explain using one reader's comments as an example.

"AHT goals usually encourage behavior that is not productive. I can get the AHT to near zero very quickly by hanging up on each customer when they call in and closing the case."

While such behavior is extreme, it does show how measurement systems can have a detrimental impact on how employees interact with customers. A reduction in AHT may be for great reasons. However, when you see improvements in AHT, it's a good idea to make sure it wasn't at the expense of something else . . . like customer satisfaction.

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

05.29.12 My Wish for You 05.24.12 Customers Want AHT 05.23.12 The Average of Averages 05.22.12 Abandoning AHT Practices 05.21.12 Abandon AHT? 05.17.12 At the Speed of the Customer 05.15.12 Delightful CRM 05.14.12 Quality of Experience more "takes"

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