Tips To Reduce Average Handle Time

By Author: Josh
Total Articles: 85
Comment this article

The call center solutions measure different KPIs to help call centers ensure success rates. Average Handle Time (AHT) is one of the vital LPIs that all call centers must focus on. It indicates how effective your services are. It helps in improving the values of different other KPIs related to agent productivity and customer satisfaction.

The best call center software helps in improving various KPIs, including, average handle time. Along with using one of the best call center solutions, you can also follow expert tips shared in this article.

Tips to reduce AHT

If your AHT is too high, it may indicate that your agents are not efficient with their time or they don’t understand customers’ problems as they should. Here are some tips that would help you reduce your AHT:

1. Identify the underlying issue

As the saying goes, “For every effect, there is a root cause.” If you find your AHT is below the threshold, find and address the root cause instead of fixing the effect. If you try to fix the effect without addressing the root cause, then the problems will appear time and again.

The ...
... most effective way to enhance AHT is to identify the root cause of the problem.

2. Identify agent training opportunities

After identifying the root causes, you must identify training opportunities for agents. If your agents aren’t properly trained, then they can waste customers’ time and increase the number of calls’ length. The right training can ensure that agents are well-equipped to provide customers with the right answers and speak relevant things.

Agents also must be conversant with call center software, Customer Relationship Management (CRM) systems, business communication tools, computer and headsets, helpdesk, and more. Such tools can provide agents with quick access to relevant information and streamline their workflow, reducing handling time. Agents should also be well-versed with the products (or services) they’re dealing with such as call center software.

Also, use standardized call center scripts and templates for common customer queries and issues. These scripts can guide agents in providing consistent and concise responses, enabling faster resolution of customer problems.

3. Monitor agent performance

You can’t improve when you can’t measure. Monitoring and evaluation is the main thing of any organized structure. Your agents may be the best in the world, but without monitoring them regularly you won’t know what they need to improve and what they are capable of.

The best way to monitor your agents is by using features available in call center solutions. Record calls using call recording tools and observe how agents perform during live calls. Look for patterns, common roadblocks, and opportunities to streamline the interaction process. Provide feedback to agents based on these insights and offer guidance on how to handle calls more efficiently.

Some of the key metrics for call centers include:

Average talk time

Average wait time

- Average time to answer
- Average hold time
- Longest wait time
- Calls declined
- Calls missed
- Abandoned in queue
- Transfers accepted
- Exceeded queue wait
4. Optimize internal communications and call routing

In call centers or contact centers, internal communication is extremely important. Agents must be able to communicate with other agents effortlessly using the call center software. To ensure that, optimize your internal communication systems.

Route the calls to the right agents by using a sophisticated Interactive Voice Response (IVR) routing system, which would enable callers to choose the agents they intend to speak with.

Avoid having third-party apps as well as slow email communications. Make sure that your agents can communicate and collaborate within the workspace.

5. Streamline processes

Streamlining your process is an excellent way to diminish AHT. Streamline the processes involved in handling customer interactions. Identify any unnecessary steps or inefficiencies that could be causing delays. Simplify and optimize the workflow to eliminate bottlenecks and reduce handling time.

Monitor the activities agents are doing and eliminate those that are responsible for abnormal (undesirable) AHT. Automate all repetitive and unproductive manual tasks that don’t add any value to agents’ performance or customer conversations using features of call center solutions.

Make sure that your agents perform only those tasks that couldn’t be performed by anyone else.

6. Build an internal knowledge base

Sometimes a knowledge base can be extremely useful for improving AHT. Creating a knowledge base can enable agents to acquire all the knowledge and relevant information they need at just a click of a button.

Resources such as knowledge base and help articles can make agents familiar with the most common issues customers face as well as provide them access to a wide range of how-to guides on various issues.

For more information visit https://www.acinfosoft.com/call-center-software-development/