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Average Handling Time in Customer Care: Steps to Improve It

For Every Inbound Call Center Services,  it is a priority to be swift in attending customer calls and resolve their issues at the earliest. And for the sake of performance and metrics, Call Center Outsourcing teams lay importance on AHT or Average Handling Time of calls received and attended. It is crucial because time is of importance to customers, agents and companies alike. 

In layman terms, AHT is the average time required by an agent to solve the customer issues right from getting the call through its end. Most of the time, calls through phones are measured but also includes email, Chat, SMS, messengers, and other social media platforms. Most AHT for companies depends on several factors like the number of agents, type of industry, and different working divisions. But one thing is clear, no matter what department or industry, every Call Center Services Provider should make superior customer experience a priority rather than the number of calls handled. The sole purpose of AHT is to improvise the efficiency of agents than rushing through the calls. It is an important thing to remember!

Here we present to you some of the ways to improve your AHT or Average Handling Time:-

  1. Improved FCR or First Contact Resolution

FCR represents the KPI that measures customer requests that were resolved right after contacting the agent. Though it varies between different industries. FCR is directly related to customer satisfaction. If a customer is satisfied with the provided resolution, then they won’t contact again. Whereas, customers constantly reaching out to companies means, somewhere there is a loophole, with their queries remaining unresolved. It leads to loss of customers as well as profit to the company. Thus for a Call Center Services Provider, it is crucial to have improved FCR for effective customer care.

  1. Right tools

It is important that agents working in an  Inbound Call Center Services have access to the right and updated tools. A robust CRM should be in place so that all the customer information is at hand whenever a customer calls. When all the customer history is in front of the agents, it reduces the time spent on calls and instead uses that time in solving their issues. And also internal communications should also be strong as collaboration and teamwork are equally important for improved customer handling time.

  1. Routing Calls

For every Call Center Services Provider, it is customary to route calls to the right agent and also when the said agent is unable to resolve the issues of customers at hand. With routing, calls get dissipated to the correct agents with lesser time spent on solving them which considerably reduces AHT and also enhances FCR. Experienced agents are more adept in resolving issues quickly so routing calls should be a routine exercise than letting customers wait on line.

  1. Promote Self-Service

When customers can choose for themselves, it promotes satisfaction. It comes to customer services too. As a Call Center Outsourcing service, you have to offer the self-service option to customers to solve their simple issues. It is quick and reliable than calling agents. If there are escalations which can be solved with self-service, then why not make them available. It will also save the time of your agents since they can channelize their time for other crucial tasks.

  1. Vigorous Supervision

Every Inbound Call Center Services should have a vigorous supervision mechanism. It includes tools and software that monitor agent performance at every step- calling, resolutions, call-hold time, etc. Proper supervision provides insights over areas in agent performance that need improvement. When the workforce is smooth-running, customer support improves with a positive effect on overall services both by the outsourcing company as well as the business that outsourced it. 

A Call Center Outsourcing company with 18 years dedicated to customer care solutions, we at LiveSalesman are experts in reduced AHT, increased FCR, providing superior and exceptional customer support. Our agents have access to necessary tools and training, expert guidance at every step, and proven record of efficient work output. We promise to deliver increased ROIs with our excellent Inbound Call Center Services. Contact us to know more about our call center solutions. We are only a call away.

Location: United States

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