Average handle time is a another great way to improve CSAT scores. In fact, the lower the AHT, the higher the CSAT. This mathematical relationship is defined as an inverse dynamic. Average handle-time is defined as the amount of time it takes for a customer service representative to take a call and handle the problem effectively. Sometimes, this occurs at the snap of a finger. In other instances, long queues and complex complaints can transform a smaller matter in to a large ordeal. The best approach towards lowering average handle time is equipping both representatives and customers with tools to succeed. A Yonyx AGI can serve as a great preliminary form of assessment for both the customer and representative.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
With a problem defined and conclusions drawn, the duration of the call will be exponentially shortened. This can be achieved on a two-fold system. First there will be less call volume and as a result shorter queues. Second, conflicts will be more clarified and thus call times will expedite. Both these premises will allow for AHT to decrease while CSAT scores soar.
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