So what is average handle time? Why is it important? Why does it matter? And most importantly how does Yonyx help? These are some of the questions that travel through the minds of franchises and businesses pitted with these very notions.
Average handle time is one of the core elements involving customer support. It is extremely important in that handling it properly can pay dividends for any business looking to grow and expand their automated support network. Yonyx can help reduce average handle time and make call center agents more effective.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent
Average Handle Time – Is the measured duration it takes any customer service representative to receive a complaint, inquire the causes and arrive at the root cause and resolution. On some occasions, the complaint remains unresolved and adversely affects a term known as First Call Resolution.
However, average handle time incorporates: average hold time and the time elapsed from initiation to conclusion. Average handle time can be reduced by a step-by-step flow through call center script or by implementing one of Yonyx’s help desk integrated handbook complete with CRM imperatives.
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