after doing a moment’s worth of floor walk yesterday, i caught a glimpse of how newbies were managing their calls and thus their AHTs.
i also caught a glimpse of my personna which wishes to share all knowledge and skill known to me to improve their performance.
quite similar to the training session we used to have, and i used to conduct in my previous job.
i guess i’ll make a good team lead. but then again that will take time before that actually happens.
for now, i am content to know that i have managed to learn how to manage my AHT. that the reason for a long call is no longer due to the way i give out instructions or issue resolutions but so much more due to uncontrollable factors like the cust’s technical knowledge or the computer’s actual capacity to perform tasks.
and i guess this is the reason why i’ve plateaued in this work. why, i am suffering from brain damage. hehe. that’s too much.
oh well. gotta manage my breaks as well. so i’m off for now!