AI-Powered Techniques: How to Reduce Average Call Handling Time

Call center managers and leaders face constant pressure to improve operational efficiency. One of the most critical metrics to optimize is Average Call Handling Time (AHT). It reflects how quickly customer inquiries are resolved, directly impacting customer satisfaction and agent productivity. 

This blog explored how to reduce average call handling time with AI-powered solutions. By automating repetitive tasks, providing real-time agent assistance, and leveraging analytics, call centers can effectively enhance efficiency and customer satisfaction.

See how Convin's AI Phone Calls can reduce your average call handling time. Try it now!

What is the Average Call Handling Time, and Why Does it Matter?

Average Call Handling Time is the average duration required to handle a customer call. It includes three key components:

• Talk Time: The time an agent spends speaking with a customer.
• Hold Time: Time customers spend waiting while agents retrieve information.
• After-Call Work (ACW): Post-call tasks such as data entry or follow-ups.

A high AHT can strain resources, lead to dissatisfied customers, and negatively impact metrics like CSAT (Customer Satisfaction Score) and FCR (First Call Resolution). Reducing AHT not only improves operational efficiency but also boosts customer trust. Learning how to reduce average call handling time is essential for maintaining competitiveness in today’s fast-paced market.

Challenges in Reducing Average Call Handling Time

Before diving into solutions, it’s essential to understand the roadblocks call centers face:

1. Overwhelmed Agents: High call volumes and insufficient support tools slow down resolution times.
2. Fragmented Customer Data: Agents struggle to access customer information quickly, prolonging call durations.
3. Inefficient Processes: Manual workflows and outdated systems lead to repetitive tasks and delays.
4. Inconsistent Agent Training: A lack of real-time guidance during calls affects agent confidence and speed.

Addressing these challenges ensures your average call handling time decreases effectively.

How AI Helps Reduce Average Call Handling Time

Artificial intelligence (AI) has transformed the way contact centers operate. Here’s how AI plays a pivotal role in optimizing AHT:

1. Automating Repetitive Tasks

AI automates time-consuming activities like after-call summaries, data entry, and call routing. This eliminates manual effort, allowing agents to focus on resolving customer issues faster. With automation, your average call handling time decreases significantly.

2. Real-Time Agent Assistance

AI tools provide live guidance during customer interactions. These include scripts, response suggestions, and product details tailored to the call context. Agents save time by accessing accurate information instantly, demonstrating how to improve average handling time seamlessly.

3. AI-Powered Call Transcriptions and Analytics

AI analyzes customer interactions to identify recurring pain points and inefficiencies. With these insights, managers can streamline workflows and enhance processes. Analytics also support targeted agent training, leading to consistent reductions in average handling time.

Proven Strategies to Improve Average Handling Time with AI

1. Deploy AI-Powered Virtual Assistants: Virtual assistants, like Convin's AI Phone Calls, handle routine inquiries such as FAQs, order tracking, and appointment scheduling. Automating these tasks ensures faster resolution and reduces the burden on agents, improving average handling time across the board.

2. Seamless Integration with CRM Systems: Integrating AI with your CRM enables agents to access customer data in real-time. This eliminates the need to search multiple systems, helping call centers improve average handling time while delivering personalized service.

3. Enable 24/7 Availability: AI-powered tools ensure uninterrupted customer support, even during off-hours. This reduces call queues during peak times and directly contributes to effectively reducing average call handling time.

4. AI-Driven Quality Monitoring: AI can monitor calls for quality assurance, providing managers with actionable feedback. These insights help agents refine their skills and maintain consistent performance, lowering AHT.

Key Benefits of Reducing AHT with AI

When you implement AI tools to optimize processes, you can achieve measurable outcomes:

• 30% Reduction in AHT: Automation speeds up repetitive tasks.
• Improved Agent Productivity: Real-time support reduces stress and helps agents focus on customer needs.
• Consistent Customer Experience: AI ensures seamless communication across languages and channels.
• Higher CSAT Scores: Faster resolutions lead to satisfied customers and better loyalty.

These benefits highlight how to improve average handling time while elevating the customer experience.

Why Choose Convin's AI Phone Calls for AHT Optimization?

Convin's AI Phone Calls is designed to address AHT challenges with advanced features that optimize call center operations.

Key Features

• Automated Call Handling: Streamline FAQs and repetitive queries, allowing agents to focus on complex issues.
• Real-Time Assistance: Provide agents with live insights and recommendations during calls.
• Seamless Integration: Effortlessly connects with CRMs and telephony systems to enhance data accessibility.

Proven Outcomes

• Error Reduction: Minimize human errors with automated workflows.
• Boost in CSAT Scores: Deliver consistent and faster resolutions.
• Operational Cost Savings: Lower costs by automating repetitive tasks.

With these capabilities, Convin's AI Phone Calls is your go-to solution for effectively reducing average call handling time.

Turn data into insights with Convin’s AI-powered call analytics for agent productivity.

The Future of AHT Optimization with AI

Reducing AHT is no longer a challenge with the right AI-powered tools. Call centers can drastically improve efficiency and customer satisfaction by automating repetitive tasks, providing real-time support, and streamlining workflows. Convin's AI Phone Calls is at the forefront of this transformation, delivering measurable results for modern contact centers. 

 Book a demo today and discover how to reduce average call handling time with Convin AI!

Frequently Asked Questions

1. How does AI provide real-time assistance to agents?
AI provides agents with live call scripts, response suggestions, and customer insights, reducing delays. This real-time support ensures faster issue resolution and effectively demonstrates how to improve average handling time.

2. How is AHT calculated?
AHT is calculated by adding total talk time, hold time, and after-call work divided by the number of calls handled. Understanding this formula is vital for reducing average call handling time.

3. What is considered a good AHT?
A good average handling time varies by industry but generally lasts 4 to 6 minutes. Striving for this range ensures your average call handling time decreases while maintaining quality service.

4. How does AI provide real-time assistance to agents?
AI offers real-time guidance, including predictive insights, automated recommendations, and accurate customer data, helping agents respond quickly and reducing delays, ensuring your average call handling time decreases significantly during interactions.

5. Can reducing AHT impact customer satisfaction?
Yes, reducing AHT directly improves customer satisfaction by minimizing wait times and resolving issues faster. Customers appreciate efficient service, so optimizing AHT is crucial for enhancing overall call center performance.