NovelVox partners with Zoom to offer a True Integrated Contact Center Experience across all the Verticals
Unified agent experience for personalized CX
Drive productivity with integrated experience
Engage with customers across digital channels
Transform & scale CX with Conversational AI
Powerful Help Desk Software
Optimization performance with real time monitoring
MS Dynamics Integration
Streamline customer service capabilities and deliver personalized experiences to customers.
Boost critical contact center KPIs and take your contact center efficiency to the next level.
Seamlessly streamline contact center workflows and enhance agent productivity.
Elevate your customer service standards with the intuitive power of personalization.
Redefine workflows for a more productive and streamlined agent experience
Harness the power of personalization to deliver a cohesive customer expereince
Heighten customer satifaction by bringing agility and responsiveness into your customer support operations
Set new standards for customer service excellence by breaking down organizational silos
Forge a unified customer support ecosystem for customer service excellence
Transform customer support complexities into simplified and efficient support experience
Master the art of contextual support, offer personalized services and address queries promptly
Bridge the gap between service excellence and customer satisfaction with streamlined services
Bring efficiency into your services with context and precision in every interaction
Tailor your customer support services to meet customer preferences and elevate CX.
Empower agents to adapt swiftly to customer needs and deliver top-notch service
Optimize customer support processes and craft exceptional customer experiences.
NV Desk - The Most Powerful Help Desk Software Designed for Contact Center
Discover 10 Questions You Need to Ask Before Upgrading to An Omnichannel Platform
Webinar: The Modern Way of Efficiently Handling Tickets from your Contact Center
Unified Agent Desktop : All You Need to Know
Leveraging WhatsApp for Customer Service with Conversational AI
Implementing AI in Modern Contact Center
In a contact center, average handling time (AHT) is one of the key aspects to measure its overall performance. It provides insights into the contact center agent’s performance, and, also, what can be done to enhance the same. The average handling time of a call by agents, so far, has been recorded to 6 minutes and 10 seconds in 2023.
This may need reinforcement to handle your customers. But, at the same time, it is significant to know why it increases, and what measures can be adopted to optimize, and thus know your staffing requirements and ensure smooth contact center operations.
There are various ways to decrease average handle time, though, either by asking your agents to speed up the conversation, but it has its issues as some customers might not like agents over-managing the calls, or by way of increasing the number of agents to handle the calls, which may impact your bottom line. For many contact centers, augmenting the workforce is not always feasible. Therefore, they often resort to asking the agents to reduce the amount of time spent on a call by various methods such as speeding up the calls, cutting on unnecessary conversations, and directly getting to the point. But all these methods ultimately impact the customer relation continuum, which is not a good long-term strategy for a call center looking to grow.
What is worse, all these tactics or methods to manage calls to reduce average handling time (AHT) often result in lesser repeat calls and new demand. Furthermore, in their resolve to reduce AHT, contact center agents often try to focus away from resolving customers’ queries, thereby lowering the First Contact Resolution (FCR) rates. Here, investing in sound contact center software solutions can be a good idea.
Next in line, you’ll be reading about 15 ways that can help reduce average handle time. Practicing these techniques will not only delight your customers but also save agents from getting overwhelmed with calls & help them remain enthusiastic during calls.
Often, some customers are only looking for information that may not require contact center agent intervention. All such responses can be automated by adopting a smart contact center solution that can reduce the burden on contact agents. Though this might increase the AHT on individual calls, in reality, it will have a positive impact as the workload on contact agents will reduce, allowing them to focus more on resolving customer queries at the first contact itself, thereby improving customer satisfaction.
Most of the time, contact center agents look so particular about keying in certain information related to calls after the call is over that they tend to rush through the talk they are having with customers. The result is a dissatisfied or annoyed customer, which may also result in increasing AHT instead. Therefore, during a call, it is a much better approach on the part of contact agents to focus more on customer talk than anything else.
First contact resolution (FCR) will help your agents resolve customer queries in the first call itself and avoid repeated calls from the customers for the same issues, thereby reducing the average handle time.
Your agents have the first-hand experience of talking to your customers. Though it may not always be possible to provide satisfactory resolutions to your customers’ queries given the limitations of your current process, you can always ask your agents to pitch in and suggest ways to improve the responses for a satisfactory resolution.
Make use of IVR or any other appropriate system to route a particular query to the best-suited team or agent trained to resolve any such query is a great way to reduce AHT and increase customer satisfaction.
Let your agents listen to their conversations and help them find what makes them spend more time on some calls. This will help in fixing the loophole and reduce the average handling time of a call.
Developing an understanding of average handling time (AHT) on the part of your agents through training will help them know its significance and increase their efficiency.
It is also important to focus on things that don’t add up to the overall customer experience. Reducing such instances from your productive time will help in lowering the average handle time.
With this method, your understanding and responses will look more efficient. Furthermore, asking your customers will help move the conversation towards a logical end to reduce AHT and increase customer satisfaction levels.
It will help to develop an understanding among various teams in your organization and bring in the much-required synergy and coordination in the working of the organization. This will reduce bottlenecks impacting the process and improve customer satisfaction.
Realigning the script from time to time by reducing unnecessary portions will help you cut down on average handling time. Therefore, it is a good idea to have a sound scripting tool in place. If you might also need to go for a contact center interface/software that can be updated to provide smart responses on as and when basis, do consider an upgrade.
Focusing on the wrap-up, which is part of average handling time, can help you understand how to reduce the AHT. There are several ways by which you can reduce the wrap-up time % from your AHT. Speed up your system, use abbreviations, and try completing some part of your after-call-work (ACW) during the call.
Your agents need to get the basics of a conversation right by focusing on what things constitute the beginning, middle, or end of a call. This will help them keep the element of average handling time in mind.
Your website is not just the face of the brand, but it is a very effective tool to drive down incoming calls and reduce the burden on your system.
Encourage your customers to use the self-help method to find answers to their queries with the help of a How-to guide or through FAQs.
Of course, to reduce the AHT to a respectable level, you might also need to invest in sound contact center software that can help get the most out of your customer interactions for highly satisfactory customer relations.
Subscribe to our free newsletter and get blog updates in your inbox