Summary
This guide outlines seven actionable steps to reduce average call handle time (AHT) for customer service and support calls. It begins by emphasizing the importance of understanding what constitutes a great call, including factors such as interruptions, average talk time, and playbook completion. The guide details the significance of minimizing interruptions during calls, as they correlate with improved AHT. It also discusses the role of training and coaching, suggesting that agents should analyze both effective and ineffective calls to enhance their performance. Additionally, the guide highlights the need to identify periods of silence during calls, which can indicate areas for improvement. Automation for post-call tasks is recommended to alleviate the burden on agents, allowing them to focus on customer interactions. Finally, the guide stresses the importance of maintaining a holistic view of metrics, ensuring that improvements in AHT do not negatively impact other key performance indicators.
