The last thing that most call centers want, is to present their customers with a lengthy call handling time. After all, the more time your clients spend waiting on the phone, listening to on-hold music, the more chances you have of losing their business. The average hold time is only 38 seconds!
Call handling time is one of the most important metrics for any call center to measure. However, though many organizations know just how valuable this factor is when offering good customer experience, few understand how they can reduce their handling times effectively. To help you make the most out of your business, and improve customer satisfaction, we're going to give you some simple tips on how you can minimize call center handling times today.
1. Focus on Agent Training
First, agents who have been properly trained will be able to significantly reduce average call handling times within a standard call center. The reason for this is that they'll know exactly what to expect, and how to respond when certain interactions come their way. A comprehensive training program should not only inform agents on how to speak to customers to ensure their patience and long-standing business, but also provide information on where to look for answers to difficult questions, and how to use the latest software adopted by the business. If an agent knows exactly how to handle themselves on the phone, then they'll be well equipped to ensure efficiency when dealing with each call.
2. Record Every Call for Training Purposes
Speaking of training your agents, one of the best ways to determine where you're going wrong with your customer service, and which areas you might need to improve, is to record all the calls that you receive. Not only will call recording help you to fight back against certain legal concerns and customer problems, but it will help you to monitor trends in customer satisfaction so that you can adjust the way you handle calls daily. Additionally, you can use your recordings to monitor the performance of your agents to make sure that your workers are constantly working on improving their handle time and enhancing customer satisfaction.