You can raise both customer satisfaction and productivity by reducing the average handling time (AHT) of an interaction with your call centre. Added benefits will include more efficiency, more productivity, and an increase in the customer satisfaction score (CSAT).
Appreciate your talent
Some staff members will have reducing AHT down to a fine art, dealing with customers easily and effectively. Analyse what they do so that their skills can be passed, and encourage them to share their secrets. Try to eliminate time-wasting processes. An article in the Guardian has more tips on streamlining business processes, such as having a defined strategy, identifying your time drains, and monitoring your own performance.
Some queries are more complex than others and may require more time to resolve. When evaluating staff, make sure the type of calls they were dealing with is taken into account.
Sometimes customers just want basic questions answered, so use chatbots and self-service technology to give callers the option of getting their own answers and accessing their own accounts where necessary. You will already know the most frequently asked questions, of course, and the appropriate responses to these questions.
The way staff greet and sign off with customers is very important. Rather than wasting time exchanging pointless information, keep it short and snappy yet warm and polite, such as “Hello Ms Customer, what can I help you with today?”
Make sure your call centre equipment is fit for purpose and easy to operate. All elements should be working efficiently to reduce AHT. Whether you have a PBX system or VOIP, wholesale direct inward dialling (wholesale DID) could increase productivity and enhance flexibility. If you want to find out more about wholesale DID, consult an expert such as https://www.idtexpress.com that can explain the options available and offer helpful advice.
The call centre is the frontline of interaction with your customers and needs to be a productive experience that is cost-effective while cementing customer loyalty. Reducing AHT will mean that customers are happy to call your centre, which is important for building your brand. Making the most of the staff you have is critical to your success, along with the quality of the telecoms systems you use.