Islam Dawood

I did an AHT study on Raya contact center at Etisalat UAE as I found the one was applied not achievable so I did this study for almost two months as I divided the calls to short, normal and long calls for all call types and then listen to more than 500 calls during this period and working on the requirements to do during the call to figure out how many seconds required to do what needed for each step for each call type then I made my calculations as per the percentage of each call type landed in our Q and then figure out the AHT required to do all steps required during the call with quality achievement then I offered my case study to the client and after negotiation with the upper management in UAE they approved what I offered in my study .