The common belief is that the shorter the AHT, the more beneficial it is for the call center; but there are other factors that could affect its length. The handle time starts the moment a caller reaches an agent, and the total count includes hold time, escalations, and post-call processes. This means that a short call doesn’t automatically mean a successful one—CSRs have to prioritize the resolution rather than worry about the call’s duration. Still, it’s advisable to keep AHT at a minimum to accommodate more callers and make the most out of the customers’ time.
Here are some ways to do so:
1. Ask or explain the basics in the IVR
It would save CSRs time if the call center's interactive voice response (IVR) system has been set up to explain rules and company policies to callers or collect basic information before they reach a live agent.
2. Offer self-service options
Customers with general inquiries can be directed to self-service channels like customer service apps and your website’s FAQ page. Not only can this reduce handle time, it can also lessen call volume.
3. Give agents a unified quick-access database
Customers should not be the only ones with a FAQ page to refer to. Your agents should similarly use a unified resource or a company-wide chat program so that they wouldn’t have to pause for to assistance from team leaders or search for answers on their own.
4. Avoid dead air
Silence causes delay, so ensure continuity by always checking call equipment for functionality and equipping representatives with resources and articulateness training.
5. Practice conciseness
Speak concisely. Small talks are helpful in building rapport, but they can take up time if overly done. Train your team to get their point across right away without sacrificing the quality of conversations.
6. Use straightforward marketing
People call customer care to clarify product descriptions, service policies, or even ads that they find confusing. If your marketing materials are clear to them right from the start, customers would less likely call to ask for explanations.
7. Foster case ownership
The same agent should handle follow-ups and call-backs of the customer he previously helped. This way, the caller wouldn’t have to repeat the same information to another CSR when he makes subsequent calls.
8. Lessen ACW
ACW (after-call work) is part of the total handle time. If agents can simultaneously talk with a customer while accomplishing necessary processes (fill out forms, update profiles, etc.), then AHT can be easily reduced.
Although reducing average handle time can benefit your call center, you must always think of the customer service quality over this metric. At the end of the day, the AHT would only be numbers and statistics if you rush calls without ensuring resolution.