In a contact center, call time is one of the most important metrics for gauging efficiency. Call time does not just include the time agents spend speaking with a customer, but the entire time the customer spends on the call, from the moment the agent picks up the phone until the issue is resolved and the call is ended.
All contact centers measure this call time as a key performance indicator, meaning that it is a factor business owners and managers can use to evaluate how successful and productive their contact center is operating. It is important to keep call time as low as possible while still maintaining customer satisfaction. Lengthy call times can frustrate customers and reduce the number of calls agents are able to take each day.
Reduce Call Time with Knowledgeable Agents
The more information an agent has, the better equipped they are to create a solution. A customer does not want to be put on hold or transferred multiple times. One skilled agent with vast knowledge of the business will be able to provide customers with the answers they seek in a quick and decisive manner.
- Ensure your agents and staff know a great deal about the products you sell.
- Customer service agents should be well versed in common product questions.
- Continuously train agents and staff to keep the knowledge fresh.
There are tools available to streamline common customer questions. These can be useful if your contact center handles many similar questions daily. These products can help you build a script for your agents, which will save them time when handling calls.
However, your agents should still use friendly and personable greetings and tones, so customers feel like their calls are welcome.
Ensure All Important Information is Gathered
It is important that a customer’s problem is well understood at the beginning of the call. Your contact center agents should gather as much information as possible so that there is less need for holds and transfers.
Having the information up front will reduce the time your agents have to handle the call. You can help your agents with this task by providing beneficial tools, such as:
- Thorough contact forms for agents to fill out while on the call
- Customer relationship management software
- Internal screenshot and chat software
This kind of information gathering can help your agents solve the problem on the first contact with the customer. It eliminates the need for other agents to reach back out and prolong the call time.
Analyze Call Times Separately Based on Type
Your business’ contact center will handle many types of calls. Each type of call will require a different amount of time to solve. You should not base your average call time on all calls received, or your data will be skewed.
- Sales calls
- Customer service inquiries
- Complaints
- Technical support
- Bill payment
Separate call types into categories and give them each their own average call time so you can have a more accurate assessment.
Analyze Recorded Calls and Agent Input
You should record all incoming calls at your contact center. You can analyze call data by listening to these recorded calls and making assessments based on their quality. When call handling times go long, you can find trends and pinpoint areas where your staff can work to cut these times down.
- Agent greetings might be too lengthy.
- Agents might struggle with long-winded customers.
- New agents might be anxious or uncomfortable.
There are several contact center software options available that record calls. You can delve deeper into an agent’s performance to determine whether they need extra training or assistance..
It is also important to get input from your agents. They are the ones taking the calls, so they are the ones who will likely have suggestions on how to improve their own experiences. By analyzing the recorded data and taking agent recommendations into account, you can make great improvements and reduce your call time.
About Ansafone Contact Centers
Ansafone Contact Centers is an award-winning BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omnichannel services, fully equipped to help you with your business and with any special circumstances.
Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.
