The Big Bang Theory

June 2, 2011

Our wave finally hit the target for Average Handling Time (AHT). We ended up around 17 minutes and our target for this day is 18 minutes. And since we won the Big Bang Theory deal, we earn ourselves one Big Bang chocolate each. I was able to lower down my AHT to 21 minutes, which is the lowest so far in my entire transition and I've got 15 calls which is also my personal highest. I still have 2 days and I hope I'll be able to lower down my month to date AHT.

Why is my AHT high?
> I'm still familiarizing myself with the workflows and workaround.
> I'm not very familiar with other operating system since I've been using Windows XP
> I take time to understand what I'll be doing. I don't want to provide troubleshooting steps that I, myself don't understand.
> The vault may contain lots of information about the account, the troubleshooting steps, workflows, etc. but it's not very agent friendly and it's really taking time just to search for an article that you need. Documentum (the tool we used on my previous company) is way more helpful and organized.

What should I do.
> Familiarize myself with the vault so that I would know where to find the answers to my questions.
> Practice OS navigation. I really need to be familiar with other operating systems.
> Be straightforward. I'm challenged with this one.
> Active listening. So that I won't ask the same question all over again.
> Product knowledge. I'm not well trained. I'll just help myself.