How?

AHT (Average Handling Time) holds great significance in the realm of call centres, serving as a guiding principle for their operations. Every aspect of a call centre revolves around maintaining AHT and service levels, prompting continuous efforts to align AHT with the agreed-upon targets outlined in service level agreements.

To maintain an acceptable AHT, call centres should focus on training their representatives to project confidence and equip them with the necessary resources to address inquiries independently, without immediately escalating the call to a supervisor. Representatives should be empowered with knowledge of a centralized information source, enabling them to find solutions and assist customers promptly.

During their interactions with customers, representatives are bound to encounter unique scenarios. A skilled representative will maintain confidence and, when necessary, politely place the customer on hold to access relevant materials that provide accurate answers. It is important for representatives to recognize that placing customers on hold, while seeking the right information, is permissible; however, offering incorrect answers should be avoided at all costs.

An essential principle to remember is to answer customers’ questions directly, avoiding the provision of unnecessary or excessive information that might prompt additional inquiries and subsequently increase AHT.

The quality of customer interactions holds significance for both short-term performance and the long-term reputation of a brand. Whether it’s a chat or call handled by a third-party call center, customers perceive the agent as the embodiment of the brand, regardless of their location or organizational affiliation. The level of training received by customer service personnel has a direct impact on customer retention, satisfaction, and various factors that ultimately shape the perception of the brand.

Traditionally, a small percentage of randomly selected calls are evaluated to assess performance at the agent, call center, and process levels. However, advancements in technology, such as AI and other tools, now allow for the evaluation of 100% of calls. Both evaluation methods require skilled analysts who possess an understanding of the specific process and criteria being assessed.

What?

Who?

With extensive experience in delivering quality analytics services, we offer both traditional and sophisticated software-driven approaches. We comprehend the limitations of traditional methods as well as software and AI-driven automated methods. Ultimately, the key to maintaining effective and efficient operations lies in evaluating the appropriate metrics and implementing continuous improvement measures for processes and personnel over time. We are equipped to provide similar services tailored to your specific needs. For further information, please contact us at info@cclyticx.com.