7 Tips to Reduce Average Call Handle Time and Keep the Customer Happy

The amount of time a call center agent spends on the phone is directly related to the cost of that call. The more time spent, the more that call costs the call center. The more efficient the agent, the lower the overall cost of the operation. It seems like common sense, yet anyone in call center management knows its easier said than done. Fortunately, Monet Software has a few tips to help.

The call center management solutions provider recently published a blog with seven tips on how best to reduce the average handle time (AHT). Following their advice, the typical call center may be able to shave seconds, if not minutes, off of their current AHT. Here is our take on those seven tips.

1.      Interview – Did You Try the Phone (News - Alert)?

To know for sure if an agent is skilled enough to handle calls efficiently, the best approach is to conduct part of the interview by phone. If they can’t handle the process, they can’t handle the call center.

2.      Routing – Are You Going by Skill?

While every agent on the call floor may receive the same training, they all bring different assets to the table. One may be better at managing the frustrated customer, while another can process a particular order more quickly. By using skills-based routing, the agent most likely to handle the call quickly gets the call.

3.      Questions – What Will They Be?

For the call center that handles a number of routing calls, there are bound to be repeats. If agents can anticipate the questions likely to be asked on the call, they can provide the necessary information before the caller has to ask.

4.      Data – Collect it!

A call often continues after the customer disconnects simply because the agent must enter data into the customer account. If this can be done during the call, the agent won’t have to spend as much time after the call to ensure the data is recorded.

5.      Procedures – are They Followed?

Call center management likely puts specific procedures in place to keep agents focused on the task at hand. If these procedures are not followed properly, it’s difficult to be efficient. Analytics, workforce optimization, call quality rules, scheduling and more only work when used properly.

6.      Agents – are They Motivated?

Everyone wants to feel appreciated for a job well-done, but not all employees are motived the same way. Call center management should focus on getting to know the agents so they know what motivates them to hit performance numbers.

7.      Interrupt – Never!

Agents hoping to reduce their call time may be tempted to interrupt the customer or finish a sentence to simply move the process along. This is incredibly counterproductive as it communicates to the customer that they aren’t worth being heard. Listening is an important part of the process and should never be replaced.

With a bit of guidance and a focused plan, agents can help to reduce the time it takes to complete a call. The important thing to remember is that the customer must always be the first priority or speed won’t matter.

Edited by Stefania Viscusi