AHT stands for average handle time, while ACW means after-call work. To reduce AHT and ACW, follow these best practices:
Implement skills-based routing so the most qualified agents handle specific concerns.
Provide regular training, evaluating each agent’s product knowledge.
Integrate your call center system with customer relationship management (CRM) apps to make customer profiles accessible.
Ensure that the knowledge base contains all the customers’ common inquiries.
For more strategies, read our guide on effective tips for improving AHT.