The Benefits of Reducing Average Handling Time - Call Page Boy

The Benefits of Reducing Average Handling Time

Average handling time refers to a metric used by call centres to estimate the total average call duration of an interaction between a call agent and a customer regardless of communication channel. In the past, reducing this metric often meant that a quick turnover of calls took precedence over ensuring customer queries were adequately solved.

However, due to the changing nature of the digital world and customer service provision, having a low average handling time metric now relates to providing customers with a positive experience on their first point of contact while not sacrificing on quality or customer satisfaction.

There are multiple benefits to ensuring that your business has a reduced average handling time when it comes to interacting with customers as part of your daily business operations:

  • Improved customer service – By providing first call resolution to customers ensures that they have a positive customer service experience. Reducing hold time and providing customers with quick access to a knowledgeable customer service agent across a range of communication channels will lead to fewer frustrated and dissatisfied.
  • Higher quality of knowledge and productivity – In order to reduce average handling time, providing high quality call agent training is essential. Call agents who have extensive knowledge of a company’s service and product offerings will be in a better position to handle a query in an efficient manner while also ensuring customer satisfaction. With frequent training, a call agent will be skilled in using a range of call centre technology solutions and will be aware of the adequate escalation procedures to ensure a customer’s query is dealt with in a timely manner.
  • Builds customer loyalty and retention – Customers who receive a positive experience when interacting with a company are more likely to become a loyal customer in the future. By having a client dedicated account manager and team, your business can be assured that your customers are being met by an experienced call agent who will be able to answer any question in relation to your business without hesitation.

Call Pageboy understand how important it is to solve a customer’s query as quickly and efficiently as possible without compromising on quality service provision or customer satisfaction. Our call centre agents receive frequent agent training to ensure that they can perform customer support services to a high level on a daily basis. Our dedicated account managers also work closely alongside our clients to drive targets and design specific customer care programs for your business. For more information about the services we offer, contact us here.

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