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Average handle time (AHT) is a call centre barometer for the average duration of one transaction / call, typically measured from the customer's call initiation time and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.
Now in order to achieve customer satisfaction, hold time should be reduced and response time should be very quickly next thing is that the response should be acurate and not routing to some other agent or some other desk, it should be a one stop solution.
First you should know your product inside and out, explain the matters to the customer clearly, then dont give falls hope or promises and lastly call control.
