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Metrics are part of the call center life. It’s clearly stated in your contract as a call center representative to make sure that such metrics are met. Failure to do so can subject you to undergo performance improvement plans, withhold your regularization, or worse, let you lose your job.
Part of these metrics is the average handling time or AHT which measures how quick or slow you handle a call. AHT is very important for call center operations because every second counts. The more time you spend on one customer, the lower the number of customers you'd be able to serve, which means the lower the service level and eventually, the profits.
For first-timers in the call center world, lowering down the AHT proves to be quite a challenge. However, it is achievable.
Here are some tips that could help you lower down your AHT and improve your metrics.
• Listen carefully. Do not rely on just your memory because chances are, you’d forget what the customer told you. Take notes. It doesn’t matter whether you jot them down in a scratch paper or type them in Notepad. Customers hate it when they have to repeat themselves.
• Avoid distractions. How can you listen effectively if you’re distracted? Keep those gadgets stashed away. You’re not supposed to bring them in your work station anyway. Cell phones can cause feedback on the call, which may interrupt and distract the customer. Do not play games either. Use your gadgets only during breaks.
• Increase knowledge about product and company. Not knowing what to say to the customer can prolong a call. Instead of being able to answer the query right away, you may have told put the customer on hold while you ask someone or research for the answer.
• Break the ice, but not too much. It’s okay to chit chat with the customer once in a while, but don’t overdo it. You can’t talk about life and how cruel it’s been treating you when you’re supposed to serve as many customers as you can and make the client profit.
• Stay informed and updated. Do spend time reading important changes and updates. Customers hate it whenever they’re given incorrect or old information. If they ask you a question and you’re not even sure of your answer, they would know from your tone, and would insist that you ask your supervisor or someone in higher position to verify, which would eat up more time.
• Learn the art of multi-tasking. They say women can multi-task better than the men, but really, practice makes perfect. Multi-tasking can save both you and your customer some valuable time.
• Work fast but efficiently. Yes, you have typing speeds that surpass industry standards and you get the job done in no time, but are you sure everything’s correct? Check and double check. The last thing you’d want is to spend another 15 minutes or so redoing some paper work or reentering information into the system.
LWS Media is a worldwide leader in call center services, offering clients with a diverse line up of services that promise to increase client branding and market performance. Through collaborative efforts with its customers, the company is committed in bringing innovation to its customer’s operations.
Lowering the Average Handling Time
By Digi-Ana Walit
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