How?

Hold and silence significantly contribute to prolonged Average Handling Time (AHT) in call centers. As hold time and silence duration increase, AHT tends to rise as well. It is crucial for representatives to prioritize call management by minimizing unnecessary instances of silence and hold.

To achieve this, representatives should actively guide customers through the information displayed on their screens to efficiently address their queries, thereby ensuring customer engagement throughout the call. Call centers should conduct thorough analysis of calls, documenting instances with extended hold and silence periods. This analysis can help identify repeat offenders and specific scenarios that require attention. Trainers can then develop targeted modules to address these areas and provide focused training to the agents involved.

The quality of customer interactions plays a vital role in both the short-term performance and long-term reputation of a brand. Whether it’s a chat or a call, even when handled by a third-party call center, customers perceive the agent as the voice of the brand. It doesn’t matter where the agents operate from or which organization they belong to. The impact of a well-trained customer service representative versus a poorly trained one extends to customer retention, satisfaction, and various factors that ultimately shape the brand perception.

Traditionally, a small percentage of randomly selected calls are evaluated to assess performance at the agent, call center, and process levels. However, there are now technologies available, such as AI and other tools, that enable the evaluation of 100% of calls. Both evaluation methods require analysts who possess a comprehensive understanding of the process and the specific aspects being assessed. These analysts play a crucial role in ensuring accurate evaluation and driving improvements in customer interactions.

What?

Who?

We have a strong track record of delivering quality analytics services through both traditional methods and sophisticated software solutions. We recognize the limitations of both traditional approaches and AI-driven automated methods. Ultimately, what matters is the ability to evaluate the appropriate metrics and implement continuous improvements in processes and personnel, ensuring effective and efficient operations.

We are confident in our ability to provide similar services to your organization. For further information, please reach out to us at info@cclyticx.com.