With the advancement of technology and the rapid development of services, particularly in call centers and support services, enhancing efficiency and optimizing processes to improve customer experience has become increasingly important. One of the critical metrics for measuring efficiency in a call center is the Average Handling Time, or AHT, which refers to the average time taken to respond to customer needs and requests.
AHT is a key factor in evaluating call center performance and is considered an effective indicator of service quality. Reducing AHT not only increases customer satisfaction but also allows call center agents to handle calls in shorter timeframes.
This article provides practical ways to improve Average Handling Time in your call center.
1. Automate Simple Calls to Reduce Workload
Automating simple calls can significantly ease the workload of call center agents. While this may mean increased AHT for more complex calls, it generally leads to an overall reduction in workload.
2. Use the “Confirm, Respond, Ask” Approach for Efficiency
Confirm what the customer says, respond positively and directly to their question, and then ask a follow-up question to build a stronger connection. This systematic approach can help improve AHT by keeping calls focused and efficient.
3. Reduce After-Call Work (ACW)
After-Call Work (ACW) includes activities performed after a customer call, such as documentation and updating customer records.
Therefore, Focusing on reducing ACW time rather than call duration can be more effective for improving AHT.
4. Aim to Resolve the Customer’s Issue on the First Call
It’s essential for customer service teams to proactively address customer issues and strive to resolve them during the first call. This approach creates a positive experience that can drive long-term business growth and customer satisfaction.
5. Be Mindful of Wrap-Up Codes to Avoid Idle Time
Wrap-up codes, also called ACW codes, are used in call centers to categorize and track post-call activities, such as documentation and form completion. While wrap-up codes are valuable for reporting and efficiency, ineffective use of them can lead to increased idle time.
6. Gather Feedback from Agents to Improve Processes
Your agents directly interact with customers and are uniquely positioned to understand customer needs.
Asking for their input on how to enhance the customer experience can boost morale and contribute significantly to overall call center performance.
7. Leverage AHT as a Training Tool
By reviewing the average handling time per agent, you can identify top performers and those who may require additional support. Analyzing AHT also highlights weaknesses in processes, allowing you to make improvements that enhance quality and reduce costs.
8. Ask Agents Where They Spend the Most Time
This insight helps understand where agents are most dedicated and skilled.
By asking agents about where they spend the most time, you can better allocate tasks to increase job satisfaction and performance.
9. Focus on Areas That Don’t Impact the Customer Experience
Prioritize tasks that won’t negatively impact the customer experience. For example, if a task takes longer than expected to resolve, avoid causing unnecessary delays for customers.
10. Regularly Evaluate Call Scripts
Regularly reviewing call scripts helps optimize operational efficiency, reduce handling time, and improve customer experience. By removing unnecessary questions, agents can focus on quick issue resolution, leading to increased productivity and customer satisfaction.
11. Enhance Your Website to Reduce Call Volume
Providing comprehensive information on your website allows customers to find answers to common questions without needing to call. This reduces wait times, alleviates call center congestion, and fosters improved customer experiences and loyalty.
By implementing these strategies, your call center can reduce Average Handling Time, ultimately leading to higher customer satisfaction, reduced costs, and a more efficient operation.
