ECTS AHT Survey - Support
Name: 


A red asterisk (*) indicates required questions.

  1. What is the preferred method for coaching and developing handle time?*


  1. Using the method you have chosen, what are some of the benefits to coaching and developing handle time?*


  1. What are some of the warning signs of an employee experiencing high handle times?*


  1. What tools do you have access to for reviewing agent’s handle times?*


  1. What are some red flags you may witness/observe when coaching for improvements in handle time?*


  1. Please write a weekly S.M.A.R.T. goal for a WS agent with a handle time of 800 vs. goal of 723.*


  1. When coaching a WS agent with handle time opportunities, what are some things you should take into consideration?*


  1. Please list a few activities you can take to help improve handle times.*