#Callcenter project how to

Let Agents Listen to Examples of Low AHTĪllow agents with a high AHT to listen to calls of their colleagues with a low AHT to identify and plan where they can reduce their own AHT. To take a look at our downloadable cheat sheet, check out our: Effective Questioning Techniques 5. We found that agents were using different methods to get the same information from the systems.īased on that, we created cheat sheets for popular call types and streamlined our call-handling processes for the more common queries. I recently analysed on-hold reasons and compared them against different agents handling the same types of calls.

Create Cheat Sheets to Help Streamline Call-Handling Processes This process works well for our company in keeping our handling time within targets. Nip Problems in the Bud by Paying Special Attention to New StaffĬall monitoring can have a big impact, especially with new staff, as they can learn effective time management from the outset.īy monitoring their calls from the outset, you can identify training gaps and provide the agents with valuable feedback about the call. Carefully examine your IVR options and see if there is a way of avoiding these problems.Īlso, try to include regulation information within the IVR rather than agents having to read and confirm information from scripts or training updates. Problems can be caused by customers choosing the wrong options on the IVR. This should be relevant and about the situation, in order to best resolve the issue instead of getting information filtering in throughout the call. We encourage agents to gather as much information as possible at the start of the call. Gather All Information at the Start of the Call

#Callcenter project how to

To find out more about the tips for lowering AHT that were presented in the video, read our article: How to Safely Knock 20 Seconds off Your Average Handling Time (AHT) 1. These are just some of the classic methods for lowering AHT, but let’s take a look at some of those that have worked really well in our readers’ contact centres. Beware of agent tricks that give them a chance of a longer break.Teach call abbreviations to speed up wrap time.Signposting to give customers a warning about what they need at the start of a call.Some of the key tips in the video included: AHT Improvement Planīefore we get into our 49 tips for reducing AHT, let’s take a look at the following video, which gives an overview of the metric and some classic methods for lowering it. We share lots of advice for reducing Average Handling Time (AHT) in the contact centre.