GoResponse Telephone Answering Service Staff

The thin line between reducing AHT and promoting consumer care

For many telephone answering services, it has become important to keep call duration to a minimum.  However, there is a careful line that call centres must navigate in that it is vital to ensure good customer service continues, despite call length shortening.  Quick calls can result in people feeling rushed and may have the negative affect of reduced first call resolution (FCR) rates.  Therefore, average handling time (AHT) issues must be dealt with carefully.

In fact, AHT is increasingly being thrown out by call centres who do not want to focus on the period of calls, but the quality of calls instead.  However, call duration is still vital for companies who are trying to lower their costs.  The more calls that can be answered by one agent in a single day, the lower the operational expenses will be.  For organisations that are excelling in this area, a careful approach to comparing customer satisfaction scores with productivity stats has been taken, allowing executives to reduce call length as much as possible without compromising caller care.

Another important factor to look at is how individual agents deal with consumer care.  By plotting graphs of an individual’s average call time against their customer satisfaction score, managers can identify their best agents and provide extra training to those who are not as competent.

Navigating the thin line between high quality customer care and reducing AHT can be difficult, and a lot of effort needs to be put into optimising this.  However, by using key call centre factors, high management of callers can be achieved.

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