AHT Optimization Analysis Based On Customer Satisfaction

Call Center is the department providing information service to the customer by various access means such as telephone、FAX、Internet, etc. With the development of technology, Call Center has become one of the most important channels providing service to the customer of Banks. Banks have begun to replace traditional service with calling service. Call Center provide24-hour service, with the friendly user interface, customers can get or change their information and finish the transaction by telephone, this convenient service will improve customers’satisfaction to the banks and bring more benefits. In recent years, Call Centers have changed their working focus from construction to operation management. Through data analysis and human resource management, Call Centers can rationalize inner service management, improve customer satisfaction and service quality.This essay investigates the influence of service efficiency (AHT) to customer satisfaction of Suzhou AC bank. Through the optimization analysis of AHT and the reference of the colleagues’experience, this essay summarizes a suit of standard operation management mode which is appropriate for banks. Supervisors can easily hold the improvement direction when they are facing so much complicated report forms. They will easily find out the guys who need help, thus can help to improve the service quality and efficiency and finally can improve customers’satisfaction.