How to Improve Average Call Handling Time in Call Center

Improving average call handling time in a call center is critical to delivering excellent customer service. This key metric measures the efficiency of agent interactions and directly impacts customer satisfaction, operational costs, and call center productivity. 

Call centers can achieve faster query resolutions by optimizing handling times without compromising service quality. Understanding the average handling time means going beyond simple calculations; it reflects how well your processes support agents in resolving customer issues efficiently. 

This blog explores actionable strategies to improve average call handling time call center. Learn how to optimize processes, train agents, and leverage AI-powered tools for faster and more efficient customer service.

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Understanding Average Call Handling Time (AHT)

Average call handling time (AHT) is a critical metric that measures the efficiency of call center operations. It calculates agents' time on a call, including talk, hold, and wrap-up time.

What is Average Handling Time (AHT)?

Average handling time is more than a performance metric; it reflects operational efficiency. A high AHT may indicate process inefficiencies, while a low AHT can showcase streamlined operations.

Key components of AHT include:

• Talk time: The duration an agent spends speaking with the customer.
• Hold time: Time spent waiting for resolutions or escalations.
• Wrap-up time: Post-call activities like note-taking or logging details.

By analyzing these components, call centers can identify areas to improve.

Average Handling Time Meaning for Call Centers

For call centers, average handling time signifies the balance between speed and quality. A low AHT ensures quicker query resolution, but it’s vital to avoid sacrificing customer experience. Striking the right balance is key to long-term success.

How to Calculate Average Handling Time

Calculating AHT helps managers track agent performance and identify areas for improvement.

• Formula:
  AHT = (Total Talk Time + Total Hold Time + Total Wrap-Up Time) ÷ Total Calls Handled
• Example:
  If an agent spends 300 minutes across 100 calls, the AHT is 3 minutes.

By tracking AHT consistently, call centers can enhance efficiency and reduce bottlenecks.

Why Reducing Average Handling Time Matters

Reducing average handling time directly benefits customers and businesses alike. It speeds up query resolution and maximizes agent productivity, improving operational outcomes.

Key Reasons to Reduce AHT:

1. Enhanced Customer Satisfaction: Faster call resolution ensures happier customers.
2. Optimized Resource Use: Agents spend less time per call, improving efficiency.
3. Stronger Customer Trust: Swift resolutions build loyalty and confidence.

When AHT is under control, call centers achieve better service levels without compromising quality.

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Practical Strategies to Improve AHT in Call Centers

Improving average call handling time in a call center involves a mix of training, technology, and process optimization. Let’s explore actionable strategies.

1. Train Agents for Efficiency

Agents play a pivotal role in reducing AHT. By enhancing their skills, call centers can achieve quicker resolutions.

• Scenario-based Training: Teach agents to handle complex scenarios effectively.
• Soft Skills Development: Equip agents with communication skills to resolve issues faster.
• Knowledge Resources: Provide easy access to FAQs and guides to reduce on-call delays.

Investing in training boosts agent confidence and reduces call handling times.

2. Use AI-powered tools Like Convin's AI Phone Calls

AI-powered tools can significantly improve average handling time in call centers by automating repetitive tasks.

• Key Features of Convin's AI Phone Calls:some text
  1. Real-time query resolution through natural language understanding.
  2. Automated responses for FAQs and simple tasks.
  3. Reduced agent workload, allowing focus on complex queries.

AI tools like Convin's AI Phone Calls ensure faster responses and improved operational efficiency.

3. Optimize Call Routing Systems

Efficient call routing is essential to minimize customer wait times.

• Use intelligent IVR systems to direct customers to the right agents.
• Implement skill-based routing to match customer needs with agent expertise.

Seamless routing leads to fewer transfers, saving time for both agents and customers.

4. Monitor Performance Metrics

Tracking metrics helps identify patterns and improve processes.

• Use dashboards to analyze agent performance in real time.
• Monitor metrics like first-call resolution (FCR) alongside AHT to ensure quality.

Regular performance reviews ensure continuous improvement in call handling efficiency.

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Tools to Reduce Average Call Handling Time

Technology is crucial in improving average handling time in a call center. The right tools can help streamline operations, reduce agent workload, and enhance efficiency. Here are some key tools that every call center should consider:

Recommended Tools for Call Centers

• AI-Powered Virtual Assistants: Automate routine interactions and FAQs using tools like Convin's AI Phone Calls to reduce agent workload.
• CRM Integration: Provide agents with instant access to customer histories for quicker and more personalized resolutions.
• Analytics Platforms: Track metrics like average handling time and first-call resolution to identify performance trends and bottlenecks.
• Call Routing Software: Implement intelligent call routing systems to ensure customers are directed to the most qualified agents.
• Knowledge Management Systems: Equip agents with a centralized knowledge base for quick answers to customer queries.
• Speech Analytics Tools: Analyze customer sentiment and agent performance to enhance call quality and reduce handling time.
• Workforce Management Tools: Optimize agent schedules and availability to handle peak call volumes effectively.

By integrating these tools, call centers can significantly reduce average call handling time while ensuring a seamless customer experience.

Best Practices to Maintain a Low AHT

Sustaining a low average call handling time in a call center requires strategic and actionable practices. Here’s how to maintain efficiency:

• Simplify worklows to help agents manage average handling time call center tasks effectively.
• Use AI tools like Convin's AI Phone Calls to handle repetitive queries and reduce average handling time (AHT).
• Implement call routing systems to avoid overloading agents with overly complex queries.
• Foster teamwork to collaboratively resolve challenging issues in a call center environment.
• Train agents regularly on tools and strategies for better average call handling time management.
• Provide agents with a centralized knowledge base for quicker query resolutions.
• Monitor metrics to identify patterns and improve average handling time call center processes.
• Optimize call scripts to reduce delays while improving communication flow.
• Focus on agent wellness to maintain productivity and low average handling time in a call center.
• Conduct periodic reviews to ensure adherence to practices that lower AHT effectively.

These steps ensure sustained improvements in average call handling time, driving better efficiency and customer satisfaction.

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How Convin Helps Improve Average Call Handling Time in Call Centers

Convin’s AI-powered solutions are designed to transform how call centers manage average call handling time (AHT). Convin empowers call centers to deliver faster and more effective customer service by automating routine tasks, enhancing agent efficiency, and streamlining workflows.

Key Features of Convin That Impact AHT

• AI-Powered Virtual Agents: Convin's AI Phone Calls handle repetitive queries, such as FAQs and initial inquiries, reducing agent workload and improving response times.
• Real-Time Support: Agents can access relevant customer information in real-time, minimizing hold times and ensuring quicker resolutions.
• Efficient Call Routing: Convin integrates with intelligent call distribution systems to instantly connect customers with the most suitable agent.
• Natural Language Understanding: The voice bot processes customer queries accurately, providing human-like responses that resolve issues quickly.
• Automated Post-Call Summaries: Save agents' time with automated call wrap-ups, allowing them to focus on the following customer interaction.

Business Benefits of Convin

1. Improved AHT: Reduce average handling time in a call center through automation and seamless processes.
2. Higher Agent Productivity: Free agents to focus on complex issues, boosting their efficiency and morale.
3. Enhanced Customer Experience: Deliver consistent, timely, personalized interactions for improved satisfaction.
4. Scalable Solutions: Handle peak call volumes effortlessly without compromising service quality.

Convin empowers call centers with cutting-edge AI tools, helping them achieve operational excellence and consistently maintain low average call handling time.

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Optimizing Average Call Handling Time for Success

A low average call handling time in a call center demands a strategic blend of technology, training, and continuous process optimization. Adopting advanced tools like Convin's AI Phone Calls allows businesses to streamline operations, empower agents, and deliver faster, more satisfying customer interactions. 

When call centers focus on efficiency without compromising service quality, they unlock the potential for lasting success and higher customer loyalty.

Automate tasks with Convin and focus on complex customer queries. Book a demo.

Frequently Asked Questions

1. How can agent training impact AHT?
Agent training enhances skills in communication, problem-solving, and using tools effectively. Well-trained agents handle calls faster, reduce delays, and maintain high-quality interactions, ultimately reducing average call handling time (AHT) without sacrificing customer satisfaction.

2. Can technology help in reducing AHT?
Yes, technology like AI-powered tools, CRM systems, and analytics platforms streamlines workflows, automates repetitive tasks, and enables real-time access to customer data, significantly reducing AHT while improving the efficiency of both agents and the overall call center operations.

3. Does reducing AHT affect call quality?
Reducing AHT can improve efficiency, but it must be balanced with maintaining service quality. Overemphasis on speed may harm customer experience, so focusing on effective resolutions and efficient call handling is essential for success.

4. Why is AHT important in call centers?
AHT is a key metric for evaluating call center efficiency. It impacts resource allocation, operational costs, and customer satisfaction, helping call centers identify inefficiencies and improve performance to deliver quicker resolutions while maintaining high service standards.