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In the ITES ,CRM, call center industry Average Handling Time has to be reduced for better customer satisfaction and also lower phone call charges and more productivity that has effect on service level. Even in a non voice back office chat process AHT is important for quicker customer response leading to customer satisfaction. How it is reduced?
2. Put the regulatory information in the IVR
3. Be there for your team
4. Let agents listen to examples of low AHT
5. Recruit agents who speak concisely
6. Identify silence on calls
Great tips! I’d add co-browsing with customers – it can speed things up tremendously if the caller is having trouble doing something online. It takes out all the time involved in articulating what the customer is seeing/doing and describing verbally what he should do next.
See more on (http://www.callcentrehelper.com/49-tips-for-reducing-average-handling-time-aht-38157.htm)
The first word that comes to mind is multi-tasking. Learn to multi-task and this helps in being able to do everything needed in the call in the quickest possible time.
It is also a good suggestion to learn how to talk to the customers in a short but detailed way - of course not sacrificing the attributes to exude customer service . It is a problem most centers with agents who do not have English as their primary language. This is where good training comes in.
1) person who is attending the call should be ready for the call ( well prepared)
Attitude on the call should be Customer First
Knowing the customer's need and understanding company's process v well to provide quick resolution.
2) listening to the customer, understanding the issue
3) providing FCR ( First call resolution)
Multi- tasking and quick resolution
4) If issue resolution takes time, setting right expectation with customer - SLA to fix the issue
5) Confirming all the details - Callback if required - Best time to call - Best contact number to reach - department to be contacted later
6) Making a note of all the required details on the system for future reference to ensure we don't need to ask the same information from customer again to maintain AHT
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