Greetings from a Better Call Center
👋 Hello, friend! Are you managing a call center? Struggling with customer service? We know that call centers are a challenging and fast-paced environment. But there is one factor that can make all the difference: average handle time (AHT).AHT is the time taken by an agent to handle a call from start to finish. It’s a crucial metric that impacts customer satisfaction, agent performance, and your bottom line. The longer your agents take to resolve a call, the more frustrated your customers become.But don’t worry — we’re here to help. In this article, we’ll show you how to reduce AHT in your call center. We’ll give you practical tips, tools, and techniques to improve your call center’s efficiency and productivity. So buckle up, and let’s get started!
Introduction: Understanding Average Handle Time
Before we dive into the nuts and bolts of reducing AHT, let’s first understand what it is and why it matters. AHT is a critical metric that measures the time taken by an agent to handle a customer call. It includes the time spent on talking to the customer, placing them on hold, and performing after-call work (ACW).
Reducing AHT is crucial for several reasons. Firstly, it impacts customer satisfaction. The longer your customers wait on hold or talk to agents, the more frustrated they become. High AHTs can lead to poor customer experiences, negative feedback, and even churn.
Secondly, AHT affects agent performance. High AHTs create pressure on agents to rush calls, leading to errors, missed opportunities, and burnout. Low AHTs, on the other hand, create a sense of achievement and satisfaction among agents, leading to improved morale and retention.
Finally, AHT impacts your bottom line. Longer calls mean higher costs for your call center. It also means a lower number of calls that agents can handle, leading to lower revenue and increased staffing needs. Reducing AHT can help you optimize your resources, cut costs, and boost profitability.
Now that we understand the importance of AHT let’s explore some practical ways to reduce it.
Reducing Average Handle Time: Tips and Techniques
Tip #1: Use Call Center Software
Call center software is a game-changer when it comes to reducing AHT. It automates many manual processes, such as call routing, IVR, and ACW, allowing agents to focus on the customer. Additionally, it provides real-time data and insights, allowing managers to make data-driven decisions and optimize performance. Some popular call center software includes:
| Call Center Software | Features |
|---|---|
| Freshdesk | Robust ticketing system, multi-channel support, AI chatbots, and reporting tools |
| Zendesk | Self-service options, AI automation, live chat, and personalization features |
| NICE inContact | Omnichannel routing, customizable dashboards, analytics, and workforce optimization tools |
| Five9 | Integrated agent desktop, IVR, call recording, and reporting features |
Tip #2: Provide Agent Training
Agent training is a critical component of reducing AHT. It helps agents improve their communication skills, increase their product knowledge, and learn how to use call center software effectively. Additionally, it helps agents develop empathy, patience, and problem-solving skills, leading to better customer experiences. Some topics to cover in agent training include:
- Active listening and communication skills
- Product knowledge and sales techniques
- Call center software training and best practices
- De-escalation techniques and empathy training
Tip #3: Optimize Call Routing
Call routing is the process of directing customer calls to the right agent or team. Optimizing call routing can help reduce AHT by matching customers with agents who have the right skills and knowledge to handle their queries. Some ways to optimize call routing include:
- Segmenting calls by customer type or query type
- Using IVR to pre-qualify customers before routing them to agents
- Routing calls based on agent availability and workload
- Routing calls based on language or location preferences
Tip #4: Implement Performance Metrics
Performance metrics are a useful tool to track, measure, and optimize AHT. Some common metrics to monitor include:
- First Call Resolution (FCR): measures the percentage of calls resolved on the first attempt
- Service Level Agreement (SLA): measures the percentage of calls answered within a specific time frame
- Customer Satisfaction (CSAT): measures how satisfied customers are with their interactions
- Net Promoter Score (NPS): measures customer loyalty and willingness to refer your business to others
Tip #5: Use Call Scripts and FAQs
Call scripts and FAQs are useful tools to improve agent efficiency and reduce AHT. They provide agents with pre-written responses to common queries, saving time and reducing errors. Additionally, they help standardize responses across agents, ensuring consistency and quality. Some best practices for using call scripts and FAQs include:
- Make scripts and FAQs easily accessible to agents
- Train agents on how to use scripts and FAQs effectively
- Regularly update scripts and FAQs based on customer feedback and agent performance
- Encourage agents to personalize responses while staying within the guidelines
Tip #6: Reduce After-Call Work (ACW)
ACW is the time that agents spend on completing tasks after a call has ended. It includes activities like note-taking, data entry, and follow-up emails. Reducing ACW can help reduce AHT by allowing agents to handle more calls per hour. Some ways to reduce ACW include:
- Automating data entry and note-taking using call center software
- Sending follow-up emails using templates or automation
- Eliminating redundant data entry fields
- Encouraging agents to complete ACW during idle time or between calls
Tip #7: Monitor and Refine Performance
Finally, it’s essential to monitor and refine your call center’s performance continuously. This involves regularly reviewing performance metrics, identifying areas for improvement, and making adjustments accordingly. Some best practices for monitoring and refining performance include:
- Providing regular feedback to agents based on their performance
- Conducting regular performance reviews and setting performance goals
- Implementing A/B testing to identify best practices
- Staying up-to-date with the latest call center trends and technologies
FAQs: Your AHT Questions Answered
Q1. What is the average handle time for a call center?
The average handle time for a call center depends on several factors, such as the industry, the nature of the queries, and the level of complexity. However, a standard benchmark for AHT is around 6 minutes in most industries.
Q2. What are some common reasons for high AHT?
High AHTs can be caused by several factors, such as:
- Complex queries or technical issues
- Inadequate agent training or low agent morale
- Outdated call center software or technology
- Suboptimal call routing or operational inefficiencies
Q3. How can I measure AHT in my call center?
You can measure AHT by dividing the total talk time, hold time, and ACW time by the number of calls handled by your agents. Most call center software provides real-time AHT metrics, allowing you to monitor and track AHT in real-time.
Q4. How does AHT impact customer satisfaction?
AHT impacts customer satisfaction by affecting the time customers spend waiting on hold, talking to agents, and resolving their queries. Longer AHTs can lead to frustrated customers, negative feedback, and even churn. Shorter AHTs, on the other hand, can lead to improved customer experiences, customer loyalty, and positive feedback.
Q5. What are some best practices for reducing AHT in outbound call centers?
Some best practices for reducing AHT in outbound call centers include:
- Using predictive dialing to optimize call volume and efficiency
- Personalizing scripts and responses to improve engagement
- Segmenting leads by intent and interest level
- Providing product knowledge training to agents
Q6. How can I balance reducing AHT with providing high-quality customer service?
Reducing AHT does not mean compromising on customer service. In fact, by reducing AHT, you can improve customer service by providing faster, more efficient, and consistent support. To balance AHT reduction with customer service quality, you can:
- Use call center software to optimize performance metrics and tracking
- Provide regular training to agents on communication skills and empathy
- Encourage agents to personalize responses while staying within the guidelines
- Monitor and review performance regularly to identify areas for improvement
Q7. Can I reduce AHT and increase first call resolution (FCR) at the same time?
Absolutely! Reducing AHT and increasing FCR are not mutually exclusive goals. In fact, they often go hand in hand. By reducing AHT, agents can spend more time on addressing customer needs, leading to faster resolutions and higher FCR rates. Additionally, by focusing on FCR, you can reduce the number of repeat calls, thus reducing AHT.
Conclusion: Take Action and Transform Your Call Center
Reducing AHT is not easy, but it’s essential for running a successful and efficient call center. By following the tips and techniques outlined in this article, you can optimize your resources, improve customer satisfaction, and boost your bottom line. Remember to use call center software, provide agent training, optimize call routing, implement performance metrics, use call scripts and FAQs, reduce ACW, and monitor and refine performance. By taking these steps, you can transform your call center into a high-performing and customer-centric operation.
Thank you for reading! We hope this guide has been helpful. If you have any questions or feedback, please don’t hesitate to reach out to us. We’re always here to help.
Disclaimer
The content provided in this article is for informational purposes only and does not constitute professional advice. The authors and publishers of this article do not assume any liability for any actions taken by readers based on the information provided herein. Readers should seek professional advice before implementing any of the strategies or techniques outlined in this article.
