I’d like to ask for clarification around AHT expectations within Member Services. We’ve been told that AHT is not a primary performance metric when all other quality measures are being met, yet many of us are now being told our AHT is being closely monitored and even audited.
Can leadership provide transparency on how many employees have been written up or let go specifically due to AHT, particularly in cases where other key metrics—such as quality, compliance, and member experience—are consistently meeting expectations?
Additionally, what does it mean in practice when AHT is ‘not a metric’ but is still being tracked and acted upon? Understanding how this is being applied would help reduce confusion and allow us to better align with expectations while continuing to provide quality service to our members.