What are the reasons of less number of calls (Or higher AHT) in OJT(On the Job Training)?

What are the reasons of less number of calls (Or higher AHT) in OJT(On the Job Training

Shishu Pal Apr 24, 2019 2539 0

What are the reasons of less number of calls (Or higher AHT) in OJT(On the Job Training)?

The process knowledge- Since the agents are new, they are still learning the process. Some are slow learners. Process training is very important. And that is the reason why companies spent money on 1 to 2 months of free training to agents.

Typing speed- At the time of hiring, no body pays attention to typing speed when it comes to a voice process. No matter how intelligent agent you are, if you do not know how to type fast, most of your productivity is gone. People involved in the hiring process are least bothered about it. And I think lot of companies are losing in AHT due to this. While an old agent is friendly with keyboard and he knows how to type fast.

Unable to understand English- Some agents, no matter how brilliant they are in English, sometime fail to understand the English spoken by US / UK customers in BPO. Sometime they have to request customers to repeat what they said or calculate the meaning even if they know that they have not understood what was said.

City Codes are new to agents- If you are working for an airlines or travel process, the city codes are very important. It happens in case of newly hired and trained agents that inspite of nice training, they forget the city codes which increases the call time and hence, the AHT. On the other hand, a tenured agent will find out city codes from google itself.

Navigation in system- Many companies make their own system of working and navigation learning takes time no matter how good is your training. If you are good a navigation in your system, you can save a lot of time in terms of AHT.

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