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:
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.