AHT ( Average Handle Time) is a very important indicator in call centers. It can determine the efficiency by which call center agents are serving customers. Having a long or short Average Handle Time does not translate to successful solution. Its vital to lessen the time but still offer quality, and here is how.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Be direct
When you speak concisely to customers it reduces the time you take to solve issues. Train your agents to be direct speakers who avoid a lot of chitchat in between.
Know frequent questions
Your agents should be in a position to know the most frequently asked questions to help reduce AHT. This will give them knowledge on answers with little reference hence saving time.
Encourage self service options
Let’s face it not all issues require customers to make calls to the call center. Encourage customers to use available apps in your business for common issues. This will reduce time and call bulk in general.
Use comprehensive materials
A lot of time is wasted when a call center agent is trying to clarify issues. Therefore it is important that he uses comprehensive information always. This is due to the fact that many calls are always to clarify details about products.
We offer full service call center solutions that can help you drive Average Handle Time down. Learn how you can use Yonyx solutions to do this today.
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