9 Tips to lessen a Philippine call center's handle time

OABPO Blog Team Published on May 8, 2014

Philippine-call-center
Average handle time (AHT) is a common and important metric in almost every Philippine call center because it can determine how efficient the agents are in solving problems and answering queries over the phone. While having a short AHT doesn t necessarily translate to successful resolutions, call centers try to keep the average low so that they can accommodate more callers and value the customers’ time.

Philippine-call-center_--

Here are some ways call centers can lessen AHT:

1.   Promote self-service options

Self-service options such as FAQ pages and customer service apps could answer general questions. Many customer concerns can be answered through these options, not only reducing handle time but also the overall call volume.

2.   Include basic information in the IVR

Agents wouldn’t have to explain rules to every customer if the interactive voice response (IVR) lets the customers know about basic policies before they reach a live representative.

3.   Have readily available resources and communication channels

With a unified profile database, agent resource, and company-wide chat program, the phone representative wouldn’t have to pause to search for answers or ask teammates for assistance.

Philippine-call-center--

4.   Speak concisely

It would be wise to hire agents who can naturally converse concisely to avoid lengthening calls with unnecessary chitchats. Alternatively, train current teams to get their point across in a brief but clear way.

5.   Avoid dead air

The delaying silence may be caused by faulty equipment or the agent’s manner of talking. To ensure continuity, regularly check the functionality of all technologies and provide representatives with trainings and easily accessible aids.

6.   Use comprehensible marketing materials

Many consumers contact customer care for clarifications about ads, product descriptions, or service policies. If these materials are already clear to them, they would less likely ask the brand about vague product information.

7.   Have ready answers to frequently asked questions

Agents should be ready to answer frequently asked questions. Better yet, use tips 1 and 6 to lessen repetitive queries.

8.   Let the same agent handle call-backs and follow-ups

If customers make a follow-up call, it’s advisable if the same agent they transacted with in the earlier call will also be the one who’ll handle the subsequent call. This way, customers wouldn t have to repeat the same information to the new representative.

9.   Lessen ACW

ACW or after-call work is commonly part of the AHT. If the agents can finish all the necessary processes (profile update, form fill-up, etc.) before the call ends, then the handle duration can easily be reduced.

There are many other ways to reduce a call center’s average handle time. Before applying any of these pointers, you must remember to prioritize quality over this numerical metric. Agents should ensure that issues are resolved instead of rushed.
At Open Access BPO, customer satisfaction is top priority. Visit our website or join us on Google+ to know how our customer service solutions can help fortify your consumer base.
 
 

Join us on facebook
Open Access BPO 3 days ago
#SocialEngineering is a manipulative technique that uses psychological tactics to deceive individuals into revealing confidential information or taking actions they wouldn't typically do.

And #CallCenter agents are among the favorite social engineering targets.

Here are potential #SocialEngineering techniques that could leave you a sitting duck for cross-channel fraud: https://buff.ly/45XxFjJ

----------
Learn about our rigorous #DataProtection policies and #DataSecurity compliance:
https://buff.ly/44ZrTN9

Partner with a #CallCenter with secure solutions to keep you and your customers' data safe: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 3 days ago
Promote cultural competence in your multilingual team by injecting culture education in your workplace's communication approach, team building, time management, and holiday observance.

But why should you even do this? Here's why: https://buff.ly/3LwSOJl

----------
For your global customers, only trust in a multilingual industry expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusion #CulturalDiversity
#CX #EmployeeManagement #DiversityManagement
Open Access BPO 4 days ago
It's clear that #ecommerce fraud is a growing concern, and the fact that many companies are at a loss at #fraud prevention is making this problem even worse.
What makes fraud detection and management difficult?

To deal with this, outsourcing companies also offer content-focused fraud protection services.

Read more: https://www.openaccessbpo.com/blog/growing-fraud-problem-plaguing-ecommerce/

----------
For secure outsourcing solutions that protect your data: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity #InfoSec
#DataSecurity #FraudDetection
Open Access BPO 4 days ago
𝗧𝗵𝗲 𝗖𝗔𝗟𝗠 𝗔𝗡𝗗 𝗖𝗢𝗟𝗟𝗘𝗖𝗧𝗘𝗗 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥

Engagements with the Calm and Collected Customer may seem smooth, but they tend to keep their emotions in check.

As a result, it may be challenging to gauge their level of satisfaction or sense or if there are any underlying frustrations.

They may not readily express their concerns or needs, so actively engage in proactive questioning and attentive listening.

Ask open-ended questions to encourage them to share more about their needs and concerns.

Use their input to provide a personalized customer experience that aligns with their goals
Show that you understand their situation and are there to support them. Reassure them they’re in good hands with your brand.

.
.
.
.
.
Read more:
4 𝑪𝒐𝒎𝒎𝒖𝒏𝒊𝒄𝒂𝒕𝒊𝒐𝒏 𝑺𝒕𝒚𝒍𝒆𝒔 𝑻𝒚𝒑𝒊𝒄𝒂𝒍 𝑨𝒎𝒐𝒏𝒈 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓𝒔
https://buff.ly/46mG93t

---------
Open Access BPO knows your customers and we understand their needs.
For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CSat
#CustomerSatisfaction #CX
Open Access BPO 4 days ago
𝗘𝘃𝗲𝗿𝘆 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗶𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲.
Brands must ensure their #CustomerSupport agents are elevating #CustomerSupport.

Here are 4 of the critical areas your #QA must focus on when evaluating your #CallCenter partner's performance:
https://buff.ly/3Znm7E1

—————
Ensure #CSAT with every customer interaction. Upgrade your #CX today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO 6 days ago
Companies can survive from an onslaught of business disasters, but once employees quit in droves, it can be difficult to recover.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘁𝗵𝗲 𝘁𝗼𝗽 𝟱 𝗶𝘀𝘀𝘂𝗲𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝗳𝗼𝗿𝗰𝗲 #𝗖𝗮𝗹𝗹𝗖𝗲𝗻𝘁𝗲𝗿 𝗮𝗴𝗲𝗻𝘁𝘀 𝘁𝗼 𝗾𝘂𝗶𝘁 𝗳𝗼𝗿 𝗴𝗼𝗼𝗱: https://buff.ly/3RsiACi

----------
For flexible #outsourcing solutions to match your operational goals, schedules, and budgets: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement
Open Access BPO