Leveraging Technology to Decrease AHT: Key Tools and Techniques

3 min read

Leveraging Technology to Decrease AHT: Key Tools and Techniques

When it comes to customer service, reducing Average Handle Time (AHT) is a key goal for contact centers. AHT refers to the average time it takes for a customer service representative to handle a customer interaction from start to finish. Decreasing AHT not only improves customer satisfaction and retention but can also reduce operational costs. In today's digital age, technology plays a critical role in achieving this objective. In this article, we will explore some key tools and techniques that can help contact centers leverage technology to decrease AHT.

1. Interactive Voice Response (IVR) Systems

An IVR system is an automated telephony technology that allows customers to interact with a computer system through voice commands or keypad inputs.
IVR systems can help reduce AHT by providing self-service options for common inquiries, such as checking account balances or making payments.
By automating these routine tasks, customers can get the information they need quickly without the need to wait for a representative, thus decreasing AHT.

2. Chatbots and Virtual Assistants

Chatbots and virtual assistants are AI-powered tools that can simulate conversation with human users through chat interfaces.
These tools can handle simple customer inquiries, such as FAQs or support ticket status, without the need for human intervention.
By deflecting these routine queries to chatbots, contact center agents can focus their time and attention on more complex issues, resulting in decreased AHT.

3. CRM Software

Customer Relationship Management (CRM) software provides a centralized platform for managing customer interactions, information, and support tickets.
CRM systems can help decrease AHT by providing agents with instant access to customer details and interaction history.
With the relevant information at their fingertips, agents can quickly address customer inquiries and resolve issues, resulting in reduced handle time.

4. Screen Recording and Analytics

Screen recording software allows contact centers to capture and playback customer interactions, including agent desktop activity.
By analyzing screen recordings, contact centers can identify areas where agents may be taking longer to navigate systems or locate information, leading to increased AHT.
Using these insights, training programs can be tailored to address these specific areas of improvement, helping agents become more efficient and reducing AHT over time.

5. Speech Analytics

Speech analytics software uses advanced algorithms to analyze and extract insights from recorded customer conversations.
With speech analytics, contact centers can identify patterns, sentiment, and keywords that may impact AHT.
For example, by identifying specific phrases that lead to longer interactions or customer frustration, contact centers can train agents on alternative responses, resulting in decreased AHT.

6. Call Routing and Skills-Based Routing

Call routing technology allows contact centers to intelligently distribute incoming calls to the most appropriate agent based on predefined criteria.
Skills-based routing considers factors such as agent expertise, language proficiency, or previous customer interactions to ensure customers are connected to the right agent from the start.
By reducing the need for transfers or escalations, call routing and skills-based routing can significantly decrease AHT by connecting customers with the right resources promptly.

7. Knowledge Management Systems

Knowledge Management Systems (KMS) store and organize information, resources, and documentation for easy access by agents.
KMS can help decrease AHT by providing agents with searchable repositories of knowledge articles, FAQs, and troubleshooting guides.
With instant access to relevant information, agents can quickly find solutions to customer inquiries, reducing the time it takes to handle the call.

8. Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) systems distribute incoming calls evenly among available agents.
ACD systems can further optimize AHT by implementing intelligent call routing based on factors like agent availability, workload, and skills.
By ensuring that incoming calls are efficiently distributed, ACD systems minimize wait times and decrease AHT.

9. Integrated Communication Channels

Integrating various communication channels such as voice, email, webchat, and social media into a single platform can help streamline interactions.
When all customer communication channels are consolidated, agents can manage inquiries from different sources more efficiently, reducing AHT.
Agents can easily transition between channels, access relevant customer information, and provide consistent and timely responses, resulting in faster resolution times.

10. Real-Time Reporting and Analytics

Real-time reporting and analytics dashboards provide contact center managers with instant visibility into key performance metrics, including AHT.
With real-time insights, managers can identify any AHT deviations, spikes, or recurring issues promptly.
This allows them to take corrective actions, such as adjusting staffing levels or providing additional training, to address AHT concerns and maintain optimal performance.

In conclusion, leveraging technology is crucial for contact centers to decrease AHT and improve overall customer service efficiency. From IVR systems to chatbots, CRM software to speech analytics, there are numerous tools and techniques available to help contact centers achieve their AHT goals. By adopting these technologies and optimizing their use, contact centers can enhance customer experiences, increase agent productivity, and ultimately decrease AHT.

Leveraging Technology to Decrease AHT: Key Tools and Techniques

Leveraging Technology to Decrease AHT: Key Tools and Techniques

1. Interactive Voice Response (IVR) Systems

An IVR system is an automated telephony technology that allows customers to interact with a computer system through voice commands or keypad inputs.

IVR systems can help reduce AHT by providing self-service options for common inquiries, such as checking account balances or making payments.

By automating these routine tasks, customers can get the information they need quickly without the need to wait for a representative, thus decreasing AHT.

2. Chatbots and Virtual Assistants

Chatbots and virtual assistants are AI-powered tools that can simulate conversation with human users through chat interfaces.

These tools can handle simple customer inquiries, such as FAQs or support ticket status, without the need for human intervention.

By deflecting these routine queries to chatbots, contact center agents can focus their time and attention on more complex issues, resulting in decreased AHT.

3. CRM Software

Customer Relationship Management (CRM) software provides a centralized platform for managing customer interactions, information, and support tickets.

CRM systems can help decrease AHT by providing agents with instant access to customer details and interaction history.

With the relevant information at their fingertips, agents can quickly address customer inquiries and resolve issues, resulting in reduced handle time.

4. Screen Recording and Analytics

Screen recording software allows contact centers to capture and playback customer interactions, including agent desktop activity.

By analyzing screen recordings, contact centers can identify areas where agents may be taking longer to navigate systems or locate information, leading to increased AHT.

Using these insights, training programs can be tailored to address these specific areas of improvement, helping agents become more efficient and reducing AHT over time.

5. Speech Analytics

Speech analytics software uses advanced algorithms to analyze and extract insights from recorded customer conversations.

With speech analytics, contact centers can identify patterns, sentiment, and keywords that may impact AHT.

For example, by identifying specific phrases that lead to longer interactions or customer frustration, contact centers can train agents on alternative responses, resulting in decreased AHT.

6. Call Routing and Skills-Based Routing

Call routing technology allows contact centers to intelligently distribute incoming calls to the most appropriate agent based on predefined criteria.

Skills-based routing considers factors such as agent expertise, language proficiency, or previous customer interactions to ensure customers are connected to the right agent from the start.

By reducing the need for transfers or escalations, call routing and skills-based routing can significantly decrease AHT by connecting customers with the right resources promptly.

7. Knowledge Management Systems

Knowledge Management Systems (KMS) store and organize information, resources, and documentation for easy access by agents.

KMS can help decrease AHT by providing agents with searchable repositories of knowledge articles, FAQs, and troubleshooting guides.

With instant access to relevant information, agents can quickly find solutions to customer inquiries, reducing the time it takes to handle the call.

8. Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD) systems distribute incoming calls evenly among available agents.

ACD systems can further optimize AHT by implementing intelligent call routing based on factors like agent availability, workload, and skills.

By ensuring that incoming calls are efficiently distributed, ACD systems minimize wait times and decrease AHT.

9. Integrated Communication Channels

Integrating various communication channels such as voice, email, webchat, and social media into a single platform can help streamline interactions.

When all customer communication channels are consolidated, agents can manage inquiries from different sources more efficiently, reducing AHT.

Agents can easily transition between channels, access relevant customer information, and provide consistent and timely responses, resulting in faster resolution times.

10. Real-Time Reporting and Analytics

Real-time reporting and analytics dashboards provide contact center managers with instant visibility into key performance metrics, including AHT.

With real-time insights, managers can identify any AHT deviations, spikes, or recurring issues promptly.

This allows them to take corrective actions, such as adjusting staffing levels or providing additional training, to address AHT concerns and maintain optimal performance.