Sample Answer
When I’ve seen that pattern before—AHT up, CSAT down, volume and staffing flat—I treat it as a signal that the work itself has changed. I’d start by segmenting the data: claims type, complexity, call reason codes, and agent groups. In one case, that quickly showed a 25% AHT spike and a 9‑point CSAT drop specifically in bodily injury claims. From there, I pulled 30–40 call recordings and used text analytics on notes to see themes. We discovered a new documentation checklist had been rolled out, adding 3–4 extra verification steps without revising call flows or scripts. My hypothesis was that process friction, not agent behavior, was driving both metrics. To validate, I ran a two-week test: a streamlined version of the checklist with pre-call system prompts for a pilot group of 20 agents. Their AHT dropped by 14% and CSAT improved by 6 points, confirming the root cause and supporting a broader rollout.
Keywords
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