Insights & Impact Ep.5: Reducing Average Handling Times (AHT)

Matt McGillicuddy

By Matt McGillicuddy
25 May 2023


3 min read

Contents

Every month we sit down with our Head of Insights, Chris Browne, to take a deep dive into the world of Conversation Analytics. In this episode, we’re chatting about reducing Average Handle Times (AHT) in contact centres. Chris talks about how you can easily pinpoint the calls that aren’t being dealt with as efficiently as possible and leverage this data to create efficiencies in processes and ultimately reduce AHT.

 

P.S. If you haven’t listened to our first episode on Conversation Analytics yet, we highly recommend hitting pause and listening to that first. Listen now.

 

 

We recently surveyed 2,000 UK consumers and 40% of respondents said long wait times were the main source of frustration. To add to that, 84% of people said they’d be less likely to return to a brand after having a poor call experience.

 

This just goes to show that – if you’re not actively looking at ways to reduce Average Handle Times (AHT) – you run the risk of losing out on repeat customers. Not to mention, every minute your agents spend handling calls is money you’re spending. It’s generally around a £1 per minute, so you’re literally burning cash if you’re not dealing with calls as efficiently as you could be.

 

Like Chris said, once you know what’s leading to long AHT, you’ll know exactly what you need to do to reduce it. Result? Your customers get a better experience, and get your contact centre running like a slick and well-oiled machine.

 

Keen to learn more about how Conversation Analytics will help you decrease Average Handling Times (AHT)? Start a conversation with us today.

Ready to unlock real audience insight at scale?

Discover how our call intelligence will help you

Book a demo

Related posts

Categories:  All Digital Marketing Interviews Marketing News PPC

Article thumbnail: How to bolster bookings in travel with AI

23 Jul 2024 in 

How to bolster bookings in travel with AI

Read more

Article thumbnail: Acing automotive marketing in 2024

13 Mar 2024 in 

Acing automotive marketing in 2024

Read more

Article thumbnail: Why marketers should be using Conversation Analytics in 2024

14 Feb 2024 in 

Why marketers should be using Conversation Analytics in 2024

Read more

Article thumbnail: Call tracking predictions for 2024 and beyond

19 Nov 2023 in 

Call tracking predictions for 2024 and beyond

Read more

Article thumbnail: Insights & Impact Ep.9: How to nail compliance monitoring

27 Sep 2023 in 

Insights & Impact Ep.9: How to nail compliance monitoring

Read more

Article thumbnail: Insights & Impact Ep.8: How to drive conversions with agent coaching

30 Aug 2023 in 

Insights & Impact Ep.8: How to drive conversions with agent coaching

Read more

Article thumbnail: Insights & Impact Ep.7: The key to effective agent training

27 Jul 2023 in 

Insights & Impact Ep.7: The key to effective agent training

Read more

Article thumbnail: Partnering up to deliver delightful customer experiences

5 Jul 2023 in 

Partnering up to deliver delightful customer experiences

Read more

Article thumbnail: Insights & Impact episode 6: Acing First Call Resolution (FCR)

26 Jun 2023 in 

Insights & Impact episode 6: Acing First Call Resolution (FCR)

Read more

443-892-2600