S2E1: Cracking the Code on Reducing AHT & Elevating Call Quality with Mohit Sidhwani

Mohit Sidhwani is a seasoned leader in growth and strategy, currently spearheading the growth initiatives at Vyapar, a leading business management platform empowering millions of small businesses across India. With a proven track record in driving results, Mohit has been pivotal in optimizing customer support, scaling operations, and creating impactful strategies that elevate Vyapar’s presence in the market.

Today, Mohit joined us to delve into “Cracking the Code on Reducing AHT & Improving Call Quality”

We discussed:

1. Mohit’s journey and his transition from product management to Vyapar.
2. How AI is reshaping customer support and the biggest changes he’s observed.
3. The challenges of onboarding and scaling teams across multiple channels and how he navigates them.
4. Apart from AHT, CSAT and FCR metrics, What other KPIs does Mohit rely on for success?
5. Strategies to address low CSAT survey response rates and maximize customer feedback.
6. Balancing key metrics like AHT, FCR, and CSAT while ensuring exceptional customer experiences.