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Top 5 Ways To Cut Down On Average Handling Time

Since it tracks the average time of engagement between an agent and a client, Average Handle Time (AHT) is one of the most significant call centre metrics. It evaluates a contact centre's efficiency in order to increase agent productivity and customer satisfaction. Maintaining a low AHT demonstrates superior performance and, as a result, increases client satisfaction.<br><br>The top 5 strategies to reduce AHT without losing customer satisfaction or other KPIs are given here.

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Top 5 Ways To Cut Down On Average Handling Time

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  1. TOP 5 WAYS TO CUT DOWN ON AVERAGE HANDLING TIME

  2. Average Handle Time (AHT), one of the most critical contact centre metrics, measures the average engagement time between an agent and a client

  3. A low AHT demonstrates exemplary agent performance and, as a result, boosts customer satisfaction (CSAT) On the other hand, a higher AHT means contact centre managers need to monitor conversations and look for bottlenecks

  4. Here are five strategies that will help you reduce average call handling times and improve customer experience

  5. 1. Equip agents with specialised training

  6. Frequent agent training is one of easiest ways to reduce AHT Effective training will help managers implement skill-based call routing, which means callers will enjoy quick and effective resolutions

  7. 2. Record every call

  8. Recording all your calls will help you evaluate agent performance on a regular basis You can then go through the conversations to identify reasons for increased AHT, whether it’s disputes, ineffective call routing or so forth

  9. 3. Streamline agent workflows

  10. Managers can significantly reduce AHT by designing their team’s workflows and processes in an optimum fashion This can be done by automating tasks that are manual, repetitive and often redundant with the help of customer support and hosted contact centre solutions

  11. 4. Improve call routing with advanced CX technology

  12. The most effective approach to reduce AHT is to route callers to best-suited agents This can be done via efficient CX technology that includes tools like automatic call distribution (ACD), an intelligent IVR system, and skill-based routing

  13. 5. Use IVR and chatbots

  14. By allowing clients to obtain information without human intervention, self-service technologies can dramatically minimise AHT The system can also redirect calls to an appropriate agent if need be, which saves a significant amount of time

  15. Conclusion When it comes to reducing average handling time, cutting corners will not help—improve your procedures to enhance customer experience Keep a close watch on happiness and satisfaction indicators as you start to evaluate your AHT data

  16. About us Acefone delivers cloud-based communication services such as hosted phone systems, free phone numbers, and contact centre solutions Acefone can help intelligently route calls, monitor customer sentiment, improve self- service choices, and more. Contact Acefone today to learn more about how to improve agent productivity and customer satisfaction To know more visit: www.acefone.com/uk/ or you can call us at 0800-084-3663

  17. Check out some other slides Let's get social

  18. References Tips To Reduce Abandoned Calls In Your Call Centre Starting A New Contact Centre? A 5 Point Checklist That Will Keep Your Centre From Failing Innovative Ideas To Boost Your Outbound Contact Centre Performance

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