In an article I was reading in the morning, there was an interesting note from a software solution consulting firm that magnifies and explores the AHT aspect of Contact Center Management.

In my opinion, “Don’t Make your customers wait on IVR queue” – A term pertaining to Contact Center Management has been given undue importance. In real-sense, no customer is unready to wait for a quality response to their requirements or queries. A customer who waited for 4 minutes in IVR listening to Bohemian Chant music would be satisfied if his queries are addressed to his satisfaction.

IMHO it is important to identify and emphasize more on the quality elements to address the customer needs instead of building unnecessary frenzy around time (quantity) of his wait by the software call handler. End of the day, the customer who waited for an extra two minutes is bound to be happy if his requirements are addressed well.