Tips For Reducing Average Handling Time
June 11, 2013
For any company wanting to outsource their call center work, it is extremely important to ensure that a customer service provider can deliver high quality customer service and short handling times. For telephone answering services wanting to reduce their average handling time (AHT), there are a number of methods that can be used.
Recruiting the right personnel can be important, and whilst many interviews are conducted face to face, talking to potential agents over the phone not only saves times but can highlight individuals who have a particularly good phone manner. Top customer care relies on being able to make callers feel happy, and if individuals can do this during their interview, then they are likely to be a great hire for a call center.
Another tip to reduce AHT in call centers is to reduce or completely remove after-call work. After-call work often involves putting data into a system after a caller has already left a conversation. With the correct training and skills, agents can conduct all the data input that they need to whilst they are on their phone, allowing them to take another call as soon as they have finished with a customer.
Finally, it is important that agents avoid over service; that is, explaining more than they have to. By staying on track with the customer’s initial enquiry, problems can still be quickly solved without call center staff having to explain matters outside of the main question put forward by the caller.
To find out more about how SLIM Enterprises can help you with your business outsourcing needs, call us at (416)712-8755 or email at email@example.com. You may also check our website here. There is never any obligation until you have found the perfect solution for your business.