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

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.
 
 

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO11 hours ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

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

#WeSpeakYourLanguage
#CustomerService
Open Access BPO
Open Access BPO17 hours ago
#CallCenter leaders play a central role in helping campaigns grow. Team leaders especially are responsible for the progress and the quality of service that #CustomerSupport agents provide the brand's customers.

Here are the 5 biggest enemies of great leadership (and a few tips on how to be a good leader): https://buff.ly/3M5iMC0

Find great call center agents and team leaders to manage your brand's growth when you partner with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO
Open Access BPO2 days ago
With multilingual support comes multiple business growth opportunities. The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3Mmfkms

----------
Open Access BPO's services support over 30 languages. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO
Open Access BPO4 days ago
It’s Data Privacy Awareness Month at Open Access BPO!
For our first Weekend Link Roundup, we’re featuring posts about #DataSecurity and #InformationSecurity best practices: https://buff.ly/3weIWMU

Is Data Safe From Security-Related Outsourcing Issues?
https://buff.ly/38tH5uD

Best Practices to Boost Data Security in Call Centers
https://buff.ly/3sAEsya

Educating Your Customers About Information Security
https://buff.ly/3sAEsya

The Worst Threat to Business Data Security: Employees
https://buff.ly/38lgjF3

Deflecting Insider Threats to Data Security
https://buff.ly/3yC5mt5

How Open Access BPO Future-Proofs Your Offshore Operations
https://buff.ly/3wmGuEx

----------
Learn more about smart, secure, and scalable #outsourcing over at OpenAccessBPO.com

#WeSpeakYourLanguage
#DataPrivacy
Open Access BPO
Open Access BPO4 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.

Here's how you can develop a branded customer service strategy: https://buff.ly/3L7FrMz

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO