Effectively managing Average Handle Time (AHT) is a key metric for success when running a call center. However, finding ways to improve AHT without compromising customer satisfaction can be tricky.
If you’ve been wondering how to lower AHT or streamline your team’s workflow, this guide is for you. Here are 40 actionable tips from experts to help you manage and reduce AHT efficiently.
Training And Knowledge
1. Enhance Product And Service Knowledge
Equip agents with in-depth training on your company’s offerings to ensure they fully understand the products or services they support. This helps agents answer customer queries confidently and accurately, reducing the time spent searching for solutions during live calls.
2. Teach Call Handling Techniques
Introduce structured call flows that guide agents through conversations, helping them address customer issues systematically.
These techniques should include effectively summarizing customer concerns and steering conversations toward resolution without unnecessary detours. Training agents to balance empathy with efficiency ensures that calls remain professional yet concise.
3. Simulate Real Scenarios
Role-playing exercises allow agents to practice handling common and complex customer issues in a controlled environment. This hands-on approach helps agents build confidence and refine their problem-solving skills.
By simulating real-life situations, agents can develop faster response times and learn how to navigate difficult calls effectively.
4. Create A Knowledge Base
Maintain a centralized repository of information that agents can access quickly during calls. This resource should include FAQs, troubleshooting guides, and scripts for handling common issues. An up-to-date knowledge base ensures agents spend less time searching for answers, improving overall efficiency.
5. Conduct Regular Refresher Courses
Periodic training sessions inform agents about new tools, updated policies, and best practices. These sessions are also an opportunity to address skill gaps and introduce new techniques for handling calls more efficiently.
Consistent refresher courses ensure that agents stay sharp and adapt to evolving customer needs.
6. Implement Shadowing Programs
Shadowing programs allow new hires to observe experienced agents in action, providing invaluable insights into practical problem-solving and call management.
This hands-on learning approach accelerates onboarding and sets clear expectations for handling calls. By learning from seasoned professionals, new agents can adopt proven strategies to reduce AHT and improve customer satisfaction.
Technology And Tools
7. Use Call Scripting Tools
Are you wondering how to improve AHT in a call center using tools? Call scripting tools can be the answer. These provide agents with predefined responses and clear pathways for addressing different types of customer queries.
The scripts help maintain consistency while reducing the time spent formulating responses during live calls.
8. Optimize CRM Systems
A well-optimized Customer Relationship Management (CRM) system centralizes customer data and makes it easily accessible for agents.
When information is seamlessly integrated, and the interface is user-friendly, agents can retrieve necessary details quickly, minimizing delays. An efficient CRM setup supports faster resolution times and smoother workflows.
9. Automate Repetitive Tasks
Automation tools can handle routine tasks such as data entry, appointment scheduling, and status updates, freeing agents to focus on solving customer problems.
This improves productivity and shortens average handling time by eliminating redundant manual efforts. Automation is a key component when considering how to improve AHT in call center operations.
10. Leverage Speech Analytics
Speech analytics software analyzes call recordings to uncover recurring issues and inefficiencies. The insights can guide training and process improvements, allowing agents to handle calls more effectively. By addressing common pain points, speech analytics helps teams consistently lower AHT.
11. Provide Shortcut Keys
Equip agents with shortcut keys for navigating software and systems efficiently. Learning these shortcuts reduces time spent searching menus and enhances productivity during live calls. Small adjustments like this contribute significantly to lowering AHT over time.
12. Enable Screen Pops
Screen pop technology displays relevant customer details on agents’ screens when a call is connected. This eliminates the need to manually search for customer information, allowing agents to address concerns immediately. Faster access to data directly impacts AHT reduction.
13. Use Call Monitoring Tools
Call monitoring tools allow supervisors to track real-time performance and identify areas where agents struggle. Timely interventions based on this monitoring can help agents refine their techniques and resolve calls more efficiently. Tracking performance metrics ensures continuous improvement.
14. Invest In IVR (Interactive Voice Response)
An effective IVR system allows customers to self-resolve basic issues, such as account inquiries or payment updates, without speaking to an agent. By diverting simpler queries, agents can focus on handling more complex problems, ultimately reducing their average handle time.
Workflow And Processes
15. Streamline Internal Processes
Questions about how to improve AHT in a call center often revolve around refining processes. Internal inefficiencies can significantly impact AHT, making it crucial to evaluate workflows regularly.
Identify bottlenecks and eliminate unnecessary steps that slow down the resolution process. Streamlining these areas is an effective strategy for those seeking tips on how to lower AHT in call center operations.
16. Standardize Procedures
Implementing standard operating procedures (SOPs) for handling common issues ensures that agents follow consistent, efficient workflows. When every agent knows the exact steps to resolve a specific issue, variability decreases, and resolution times improve. SOPs also reduce training time for new hires.
17. Enable Skill-Based Routing
Skill-based routing ensures calls are directed to the most qualified agents, allowing customers to receive faster and more accurate assistance. This reduces the time spent transferring calls between departments or escalations. Targeted routing is a crucial step in lowering AHT in call center environments.
18. Categorize Calls Effectively
Clear categorization for incoming calls helps agents address similar issues with predefined solutions. By grouping issues into manageable categories, teams can avoid confusion and respond more efficiently. This approach simplifies workflows and improves overall handle time.
19. Improve Interdepartmental Communication
When agents need to escalate calls, seamless communication between departments is critical. Poor interdepartmental processes can result in delays, leaving customers on hold longer than necessary. Implementing clear communication channels prevents unnecessary back-and-forth.
20. Conduct Post-Call Analysis
Post-call analysis involves reviewing completed calls to identify bottlenecks or repetitive challenges that may have prolonged the interaction. These insights provide actionable data to refine workflows, making the process smoother for future calls. Regular reviews keep the team aligned on best practices.
Customer Interaction Techniques
21. Active Listening
Active listening is essential for fully understanding the customer’s concern before taking action. When agents listen attentively, they can avoid asking redundant questions, saving time and improving the call flow. Effective listening builds trust and contributes to shorter handling times.
22. Set The Right Expectations
Agents should communicate what customers can expect regarding timelines, solutions, or follow-ups. Setting accurate expectations eliminates the need for repeated clarifications and keeps the call focused. This professional approach improves customer satisfaction while streamlining the resolution process.
23. Focus On First-Call Resolution
First-call resolution (FCR) is a cornerstone of improving AHT since resolving the issue during the initial interaction eliminates the need for follow-ups. Empower agents with tools and training that enable them to resolve issues comprehensively. FCR enhances both efficiency and customer experience.
24. Clarify The Issue Early
By asking clarifying questions at the start of the call, agents can avoid unnecessary detours during the conversation. This ensures that they clearly understand the problem, allowing them to offer a targeted solution quickly. Early clarification is a simple yet effective way to optimize AHT.
25. Avoid Over-Explaining
While providing detailed information may seem helpful, it can often overwhelm customers and prolong the call unnecessarily. Teach agents to deliver concise, relevant responses that address the customer’s concerns directly. Brevity keeps the conversation efficient without sacrificing clarity.
26. Be Empathetic Yet Efficient
Empathy is crucial for building rapport with customers, but it’s equally important to maintain a goal-oriented approach. Agents should acknowledge customer emotions while steering the conversation toward resolution. This balance ensures the call remains productive.
27. Minimize Hold Time
Excessive hold times frustrate customers and increase AHT, so it’s vital to equip agents with quick-access tools and resources. When agents can find solutions promptly, they avoid placing customers on hold unnecessarily. Reducing hold time is a practical recommendation on how to lower AHT.
Team Management
28. Set Clear KPIs For AHT
Establishing clear Key Performance Indicators (KPIs) for AHT ensures that agents understand their targets and can work towards measurable goals.
These targets should be realistic and aligned with both business objectives and customer satisfaction. Regularly revisiting KPIs keeps them relevant and motivates agents to consistently improve.
29. Monitor Performance Regularly
Monitoring performance is essential for identifying areas where agents excel and where they may need additional support.
Use detailed performance data to provide constructive feedback and tailor coaching sessions to individual needs. Regular reviews ensure that agents remain on track and focused on improving AHT.
30. Reward Top Performers
Recognizing and rewarding agents who meet or exceed AHT goals while maintaining quality encourages healthy competition and boosts morale.
Incentives can include bonuses, recognition programs, or simple acknowledgements in team meetings. Celebrating success fosters a culture of excellence and motivates others to strive for improvement.
31. Conduct Team Huddles
Daily team huddles provide a platform for sharing quick tips, discussing process updates, and celebrating recent successes.
These meetings create a sense of community and keep everyone aligned with AHT goals. Huddles also allow for addressing immediate concerns or bottlenecks in a collaborative environment.
32. Encourage Collaboration
Fostering a collaborative team environment empowers agents to share insights and strategies for reducing AHT. Encouraging teamwork helps agents learn from one another and solve issues more efficiently. A supportive culture can significantly impact overall performance and team morale.
Customer Experience
33. Pre-Call Preparation
Proper preparation before calls ensures that agents have all the relevant customer history and context at their fingertips.
This saves time by eliminating the need to gather details during the call. Pre-call preparation also enables agents to address issues more efficiently, improving both AHT and customer satisfaction.
34. Offer Self-Service Options
Self-service tools like FAQs, chatbots, and online guides empower customers to resolve simple issues independently.
These options reduce the number of calls that require agent intervention, allowing agents to focus on more complex cases. Offering self-service options is an effective way to balance efficiency and customer satisfaction.
35. Send Follow-Up Emails
When issues don’t need immediate attention, follow-up emails can be a more efficient way to address customer concerns. This prevents prolonged call durations and frees up agents for other tasks. Follow-up emails also provide a written record of the resolution process, ensuring clarity for both parties.
36. Use Feedback To Improve
Customer feedback is a valuable resource for identifying recurring pain points and improving processes. Analyze feedback to uncover trends that may be impacting AHT or overall service quality.
Implementing changes based on feedback shows customers that their input is valued and fosters continuous improvement.
Time Management
37. Limit After-Call Work
Post-call administrative tasks can be a significant time drain, so automation tools should be leveraged wherever possible. Automating tasks like logging interactions or tagging call reasons allows agents to focus on the next call. Minimizing after-call work directly contributes to lower AHT and improved efficiency.
38. Use Call Warm Transfers
When transferring a call to another agent or department, ensure the full context of the issue is shared in advance. Warm transfers save time by preventing customers from repeating their concerns, which leads to faster resolutions. This practice enhances both efficiency and the customer experience.
39. Track And Reduce Idle Time
Idle time between calls represents lost productivity, so it’s important to monitor these gaps and optimize schedules. Analyzing idle time patterns can help managers adjust workloads or staffing to ensure smoother operations. Reducing idle time improves call center efficiency and helps lower AHT.
40. Regularly Review Metrics
Periodically analyzing AHT reports provides valuable insights into performance trends and potential areas for improvement. Use these reviews to identify recurring challenges or agents who may need additional training.
Regular metrics reviews ensure that your strategies for lowering AHT remain effective and adaptable to changing needs.
Conclusion About Improving AHT In Call Centers
Reducing AHT is a balancing act between efficiency and customer satisfaction. Whether you’re figuring out how to improve AHT in call centers or seeking actionable steps, these strategies will put you on the right path.
If you’re looking for professional solutions to further enhance your call center operations, Gear Inc offers a range of contact center services, including call center, tech support, and case management.
Contact Gear Inc today to explore how our tailored solutions can transform your call center.
Frequently Asked Questions About Reducing AHT In Call Centers
What Is AHT, And Why Is It Important?
AHT (Average Handle Time) is the average duration an agent spends on a call, including hold time and after-call work. It’s important because it impacts efficiency, customer satisfaction, and operational costs.
How Can Call Centers Balance AHT And Customer Satisfaction?
Focus on first-call resolution, train agents in active listening, and use tools like CRM and knowledge bases to ensure quick yet effective service.
How Do I Identify The Root Causes Of High AHT?
Analyze call recordings, track performance metrics, and gather feedback from agents to uncover bottlenecks or inefficiencies.
Can Outsourcing Help Reduce AHT?
Yes, outsourcing to professional service providers can provide trained agents, advanced tools, and streamlined processes to lower AHT.
