How Call Handling Can Speed Up Customer Service
Portrait of a call centre agent working in an office with her colleagues in the background

Average handle time (AHT) is the standard amount of time it requires an agent to address a service contract via call handling from start to finish. This involves waiting times, fundamental customer interactions, and any needed follow-ups. AHT measures the maximum amount of time (in seconds or minutes) taken for an agent to deem a call “total.” AHT may be measured per agent or through complete customer service. Suppose operators are qualified to handle customer inquiries more quickly and effectively. In that case, they will be capable of answering more requests in a day, resulting in less waiting time in the center and more significant cost efficiency gains. Even though AHT is a standard KPI, many call center managers find it difficult to enhance it.

The following are the tips to speed up customer service call handling:

Try to Introduce weekly or Monthly Training Sessions for Agents:

You should ensure how every agent receives the necessary training at the proper time by creating a consistent training routine. Since each session focuses on different customer service experiences, best practice procedures, or unique contact center issues, the entire enterprise can quickly become more professional and informed.

Agents Should Provide a Precise and accurate Answer to the Customer’s Service Queries:

There is nothing more frustrating than actually speaking with customer care since being delayed, only to provide a confusing answer to your request. If you have ever been in this state, you probably had to send a follow-up request for confirmation and were always suspicious of the response you got. While responding to customer queries or giving directions, call center agents must be straightforward and precise; doing so will minimize (or eliminate) uncertainty on the customer’s edge and lead to a quicker resolution. Agents must also take good care not to confuse consumers by providing only information related to the problem at hand.

Don’t Put Calls on Hold for more Extended Periods:

For the good purpose, self-service seems to have become a massive trend throughout industries: it empowers consumers to cope with difficult situations, opens up customer service representatives to manage more complicated requests, decreases call long waits, and saves companies money that otherwise would have been spent on recruiting new call center agents. Including a customer self-service platform on your website or app, complete with a secure body of knowledge, AI-powered chatbot features, and call-back options, enables consumers to take control and relieves pressure on call center agents. However, if a client wants to contact live support after signing into the self-service site, they will be better equipped, decreasing the duration of time wasted on the telephone and increasing first-time call response.

Arrange Regular Evaluation periods of your agent’s performance:

To increase your company’s first-call response level, you should first consider your customer service representatives’ advantages and disadvantages. Review support tech, emails, chats, and other communications daily to see what specific agents do well, where there has been space for change, and how you can strengthen organizational systems and processes. Do not be afraid to ask for client’s input and learn directly about the experience, including what worked well and what didn’t.

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