How Outsourced Appointment Sources Benefit Your Business

In today’s fast-paced business environment, efficiency is crucial. For many companies, managing the scheduling of appointments can be a tedious and time-consuming task. To streamline this process, many businesses are now turning to outsourced appointment setting services. By leveraging the expertise of specialized service providers, companies can increase efficiency, reduce costs, and improve their overall customer service experience.

Efficiency Boost with Outsourced Appointment Setting Services

A fundamental advantage of utilizing outsourced appointment setting services lies in the increase in operational efficiency. The process of scheduling appointments can prove challenging, particularly for businesses handling high volumes of customers or those offering a wide array of services or products. Outsourcing this responsibility allows companies to forgo the necessity of maintaining an internal team devoted to appointment setting. As a result, companies can channel valuable resources and time towards their primary business functions. Moreover, outsourced appointment service companies come equipped with the skills required to manage the complex task of appointment scheduling. With a professional approach, these services minimize the possibility of scheduling mishaps, such as errors and cancellations. The effect of these efficiencies is a significant increase in productivity and a smoother operation of business. In addition, the use of outsourced appointment services also provides companies with the flexibility to adapt to fluctuating demand. During peak times, these services can efficiently handle the surge in appointment scheduling, ensuring no customer is left unattended. Contrarily, during off-peak times, companies can scale back on these services, ensuring resources are not wasted. This flexibility is not often achievable with an in-house team, adding to the efficiency advantages of outsourced services.

Cost-Effective Solution for Appointment Management

Outsourcing appointment setting is not only an efficient practice but also a financially advantageous one. When companies decide to handle this process internally, they often face substantial overhead expenses. These can include not just the salaries of the employees handling these tasks, but also their benefits packages, training programs, and even the physical workspace they occupy. These expenditures can significantly impact a company’s bottom line.

On the other hand, when you choose to leverage outsourced appointment services, you effectively transition these fixed costs into variable ones. The result? You pay solely for the services you use, which can be tailored to your specific business needs and customer demand. This model allows companies to exert more control over their expenditures, promoting financial agility and stability. Notably, many outsourced appointment services operate on a performance basis. You’re charged for successful appointments rather than for time spent on efforts that might not result in an actual appointment. This model guarantees a high return on your investment, as you only pay for services that directly contribute to your bottom line.

Extended Availability for Your Customers

Another added benefit of outsourcing your appointment setting is that it isn’t confined to the traditional nine-to-five business hours. KPI Connect appointment services can offer services outside these hours.. This continuous availability opens up your business to a new level of accessibility, a crucial aspect in today’s global economy. In addition, our appointment setting service can  cater to customers who may prefer or need to schedule appointments outside of conventional hours. Some individuals might work late hours or have commitments during the day that prevent them from making an appointment. An extended hour service allows these customers to schedule appointments at a time that suits them best, thereby increasing their convenience and overall satisfaction. This could ultimately result in higher revenue and increased business growth. If you are wanting to explore the option of outsourced appointment setting, fill out our form on our website!

Improving Customer Service and Satisfaction

One of the most significant advantages of outsourced appointment setting services is the positive impact it has on customer service and satisfaction levels. Customers are often the basis of any successful business, and maintaining their loyalty and satisfaction is important. By delegating the appointment setting process, companies can ensure their customers receive high quality service that is both responsive and efficient. Consequently, this can lead to a smoother, more satisfying interaction for your customers, helping to bolster their loyalty to your brand. Outsourced appointment services’ emphasis on professionalism, responsiveness, and efficiency plays a vital role in improving customer service. Not only does it make the appointment setting process smooth and hassle-free, but it also creates an overall positive impression of your business in the minds of your customers. In conclusion, leveraging outsourced appointment setting services allows companies to deliver an unparalleled level of customer service, significantly enhancing customer satisfaction. This improved customer experience is likely to lead to increased loyalty and repeat business, contributing to the overall success and growth of your company.

Recap of Benefits 

In conclusion, outsourced appointment setting services offer countless advantages that enhance the operational efficiency and profitability of your business. They provide a cost-effective solution to appointment management, reducing overhead expenses and providing fiscal flexibility. The extended availability of outsourced appointment services ensures customers can schedule appointments at their convenience, improving customer satisfaction and potentially increasing revenue. The superior customer service provided by these outsourced services enhances the overall customer experience and by leveraging these services, businesses can focus on their core competencies, fostering growth and success. In a competitive business environment, these benefits make outsourced appointment services an investment worth considering. Visit our website to learn more or contact us today!

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Boost Your Business with Inbound and Outbound Calling

 

In the ever-evolving business landscape, staying on top of the competition involves a keen understanding of the tools that can give you a competitive edge. One such tool that can significantly improve your business operations is telephone services. More specifically, inbound and outbound calling. Inbound and Outbound calling can play a pivotal role in bolstering your business. First, we will understand what inbound and outbound calling is. Then we will discuss how inbound calling increases your business, and also how outbound calling can boost your business’s success. 

 

Understanding Inbound and Outbound Calling

 

inbound callingSo what exactly is the difference between inbound calling and outbound calling? Inbound calling is the gateway through which customers reach your company. They are calls that are incoming to a company. They may be on a quest for information or require support. On the flip side, outbound calling is calls made by the company. It is a proactive approach where you extend your company’s reach to potential clients. This could be for introducing your latest product offerings, promoting exclusive deals, or ensuring that any previous queries they had have been satisfactorily resolved. Grasping these two elements and their intricacies can empower you to unlock their immense potential and use it to your business advantage.

 

How Inbound Calling Boosts Your Business

Picture your business as a bustling marketplace. Now, envision inbound calling as the customer service desk in the center of this marketplace. It’s where customers come to when they have questions, require assistance, or wish to provide feedback. When you open the lines of communication through inbound calls, you’re creating an opportunity for direct, real-time interaction with your clients.

Engaging in one-on-one dialogues with customers can do wonders in fostering trust and loyalty. It shows your clients that you are there for them, ready and eager to solve their problems and address their concerns. This goes a long way in enhancing customer satisfaction, and in the business world, a satisfied customer is pure gold.

But the power of inbound calling doesn’t end there. With each call, you gather information. Each query, compliment, or complaint holds clues to your customers’ behavior and preferences. By tracking and analyzing these calls, you can unlock patterns and trends. This data is not just a mine of information, it’s a compass guiding you toward informed and strategic business decisions.

Indeed, inbound calling does more than boost your customer service. It provides a rich data source that can mold your future marketing strategies and shape your business trajectory.

 

Harnessing Outbound Calling for Business Success

outbound callingThe power of outbound calling lies in its proactive approach. It’s like you’re stepping out of your storefront and reaching out to potential customers, rather than waiting for them to come to you. This strategy can be a game-changer, putting your products and services on the radar of a wider audience and potentially boosting your sales.

Outbound calls aren’t just about promoting your offerings; they’re also about enriching your relationship with your customers. Whether you’re informing them about an upcoming sale, updating them about a new service, or simply checking in to make sure their last purchase was satisfactory, outbound calls are an opportunity to show your customers that you value their business. This not only helps to foster a deeper relationship with your existing customers but can also turn them into ambassadors who spread the word about your company, helping you reach an even wider audience.

Outbound Calling as a Research Tool

And then there’s the potential of outbound calling as a research tool. Each call you make can provide valuable insights. You can ask your customers about their preferences, listen to their suggestions, and take their feedback on board. This invaluable information can help you fine-tune your products, services, and overall business strategy.

However, the effectiveness of outbound calling isn’t automatic. It requires strategic planning and implementation. Each call should have a clear purpose, whether it’s to inform, promote, or gather feedback. Additionally, your team needs to be well-trained, equipped not only with in-depth knowledge about your offerings but also with the necessary communication skills to represent your company positively.

Yes, outbound calling can be a powerful tool for business success. But like all tools, it’s not about having it; it’s about how you use it. So, harness it wisely, and watch as it contributes to your business growth.

 

The Power of Integrating Both Inbound and Outbound Calling 

One can view inbound and outbound calling as two sides of the same coin. Both play crucial roles in fostering customer relationships, promoting your offerings, and extracting valuable insights. But, it’s when these two forces unite that the magic really happens.

Imagine inbound and outbound calling as two halves of a conversation. The inbound half listens to your customers, solving their problems, answering their questions, and collecting valuable information about their preferences and behavior. This treasure trove of information can help you make data-driven decisions, ultimately steering your business in the right direction.

Then comes the outbound half, the speaker. This is your chance to reach out to your clients, informing them about new products, exciting deals, or simply assuring them that their feedback has been noted and acted upon. The information collected during inbound calls can help guide these outbound interactions, making them more relevant and impactful.

Consider the potential power of this two-way dialogue. Each call becomes more than a simple conversation; it becomes a strategic interaction that drives your business forward. From cultivating stronger relationships with your customers to gaining deeper insights into their preferences, the synergy of inbound and outbound calling opens up an array of opportunities.

For this strategy to work effectively, it’s crucial that both halves work in tandem. This means sharing insights between teams and using the knowledge gained from inbound calls to shape your outbound strategy. In this way, your business can strike a perfect balance, listening and speaking in a harmonious and productive conversation with your customers.

Of course, implementing this dual strategy requires careful coordination. But with thoughtful planning and execution, inbound and outbound calling can work together, not just as individual tools but as a powerful combined force. It’s the difference between merely talking to your customers and engaging in meaningful, strategic dialogue. And in the dynamic world of business, that can make all the difference.

So, let your inbound and outbound calling teams work hand in hand, leveraging the power of both to create a well-rounded and robust communication strategy. After all, when two forces unite, they can achieve much more than they ever could alone.

 

If you are ready to boost your business, visit our website and fill out our form, or give us a call!  

 

Implementing Effective Strategies for Inbound and Outbound Calling 

Customer feedbackThe journey towards reaping the benefits of inbound and outbound calling starts with a well-laid out plan. Just as a gardener prepares the soil before sowing the seeds, you need to set the foundation for your calling strategy. It all begins with equipping your team with the necessary skills and knowledge.

Each member of your call center should be adept at communicating effectively and professionally. They need to understand the art of conversation – knowing when to listen, when to ask questions, and when to provide solutions. This requires regular and targeted training programs to fine-tune their skills and keep them updated on the latest communication techniques.

But communication skills aren’t enough. Your team also needs to be well-versed in your product or service line. They should have an in-depth understanding of what you offer and how it benefits your customers. Only then can they handle queries confidently and promote your offerings convincingly.

Once your team is prepared, the next step is to define clear objectives for each call. Without a defined purpose, a call can end up being a random conversation that doesn’t add value to your business or your customer. Whether it’s resolving a customer’s issue or collecting feedback, the objective of the call should guide its direction and ultimately determine its success.

Monitoring and evaluation are the final, but no less critical, steps in your strategy. You need to track the performance of your calls regularly to understand their effectiveness. This can be done by recording calls, using call tracking software, or conducting regular reviews with your team. With this feedback, you can identify areas of improvement and continually refine your strategy to ensure it remains effective and aligned with your business goals.

In essence, the success of your inbound and outbound calling strategy is based on a mix of trained staff, clear objectives, and regular monitoring.  With this approach, your phone lines won’t just be channels of communication; they will be powerful tools that propel your business forward.

 

Challenges and Solutions in Inbound and Outbound Calling 

No endeavor is without its hurdles, and inbound and outbound calling are no exceptions. One of the common challenges businesses face is managing high call volumes. Sometimes your call center is swamped with a deluge of calls, potentially leading to extended waiting times and frustrated customers. However, there’s a silver lining here. High call volumes indicate high customer engagement, which is a positive sign for any business. The key lies in handling this influx efficiently. This is where a call management system comes into play. With features such as call queuing, routing, and interactive voice responses, it can help manage the flow of calls and ensure that no customer is left waiting.

Quality is another aspect that poses a challenge. In the flurry of receiving and making calls, the quality of interaction can sometimes take a hit. Yet, this is a critical component that can make or break the customer’s perception of your business. Regular training and feedback can be instrumental in maintaining call quality. This should include refresher courses on effective communication, empathetic listening, and handling difficult situations. Periodic feedback sessions can also help identify areas of improvement and provide targeted solutions to improve call quality.

An additional challenge lies in extracting and analyzing data from calls. The wealth of information that each call holds can seem overwhelming. However, with call recording and analytics tools, you can sift through this data and find patterns, trends, and insights that can shape your future strategies.

Dealing with challenges is part and parcel of business growth. What’s important is how you overcome these hurdles and turn them into stepping stones for success. So, while the road of inbound and outbound calling may seem daunting at times, equipped with the right tools and strategies, you can navigate it successfully. And remember, every challenge overcome is a stride towards a more robust, customer-centric business.

 

Summary

Navigating the landscape of business operations, inbound and outbound calling emerges as a potent strategy for growth and customer satisfaction. Inbound calling serves as your direct line to customers, opening avenues for immediate assistance, collecting valuable feedback, and fostering trust. On the other hand, outbound calling lets you proactively reach out to customers and potential clients, promoting your offerings, and solidifying relationships. By strategically integrating both inbound and outbound calling, you can create a harmonious dialogue with your customers, making each interaction an opportunity to drive your business forward. While challenges such as managing high call volumes or maintaining call quality may arise, they can be successfully navigated with the right tools and strategies. In essence, inbound and outbound calling aren’t just about communication; they’re about leveraging tools to propel your business higher. Visit our website to start your journey of increasing your business’s success! 

Representing Your Brand

 

How Call Centers Expertly Represent your Brand

There is a significant amount of trust that is placed on call agents to effectively represent a company’s brand. As an agent, being on the frontlines of communication with a business’s existing and potential clients is a huge responsibility that is taken extremely seriously. This is why we have implemented extensive training so that our representatives can become an expert in your business’ services and products. 

Our agents are familiar with a number of different industries. Amidst our valuable experience, there are certain ways you can assist us in ensuring that we are representing you and your brand efficiently. 

How can you help? 

On top of understanding the industry your company resides in, we want to make certain that we can personally advocate for your brand. Here are some ways you can help us learn the ins and outs of your business:

Indicate your company values

This is an important step for aligning your business’ values with the messages that are communicated by our agents. Once we know your company values, we can ensure that we are creating the best experience for your clients while simultaneously acting through your business’ principles.

Create a script 

Creating a script for our representatives to follow is highly encouraged. This will guarantee that our agents are communicating consistent messages to your clients. A script will also allow for our call agents to advertise your products and services in a succinct manner. Lastly, we can offer feedback about the script as our representatives are experiencing firsthand what does and does not work.

 

Maintain an updated website

Making sure your business’ website is up-to-date will not only provide context for our agents, but it can also help with fielding client calls. DataReportal states that there are 4.95 billion global internet users –with so many people on the internet, you are bound to have existing and future clients visit your website! If you have incorrect information on your website, people will call to inquire or complain. Ensuring all of your information is correct and up-to-date is essential.

Guidance

Finally, our team of agents will also learn from observing how you interact with your customers along with what TO say and what NOT to say.  

Summary

We will do everything we can to become an extension of your company. Overall, we have curated the perfect way to be the best brand representative for your business. Whether it’s for customer service, sales or marketing, our representatives will be specially trained on the products and services that your company offers. Our agents are dedicated, highly-skilled, culturally aligned, and ready to represent your brand!

boost productivity

Three Ways to Give Call Center Agent’s Productivity a Boost

A vital aspect of a successful business is productivity. Hence, the entire team of agents need to work together to become a properly-working unit. Moreover, the employers need to make sure that their employees have the resources to fully thrive. If those resources include proper training, advanced technology, or positive feedback, employees count on their bosses for the right guidance.

Indeed, there are three main things that a call center can do to boost their productivity: increase agent engagement, organization, and constantly make improvements.

Increase Agent Engagement

How can you get your agents more engaged in their work? Indeed, one of the best ways to get employees to feel more passionate about their work is listening to their feedback and implementing their ideas. There are many ways to allow agents a chance to voice their ideas: get their opinion on training topics, ask if there are things that could be improved, see if they enjoy their technology. Certainly, the possibilities are endless!

Secondly, you can make an agent feel like a valued member of the team (and therefore, increase their engagement) by offering flexible hours. Allowing people to choose when they get to work is a big deal for employees. If they are forced into a shift that they are unhappy with, or doesn’t work with other commitments, the employee won’t fully focus on the work in front of them.

Lastly, make work fun! Find a way to incorporate games or small awards to get employees excited about working. Creating these tasks can boost productivity and camaraderie in the workplace. People who enjoy their jobs are more likely to work harder. Therefore, having a work environment that agents are looking forward to will boost productivity.

Organization

Organization for Productivity

Imagine walking into your workplace and no materials are organized. Papers are scattered, chords are tangled, and you have no idea where your list of tasks went. Where do you start? Working in an unorganized environment can make people feel not only overwhelmed, but also unsure of direction and unmotivated.

Productivity is hard to achieve when employees or a company do not know their purpose. What goals are you working towards, what are the core values of the company, how do you carry out expectations? Knowing answers to these types of questions can help organize a company and its employees.

Furthermore, when a company is unorganized, the clients are affected as well. Nobody wants to call a company and get put on hold for 20 minutes, or get passed around to six different employees. You want to reduce your handling time with customer service. Your reputation and business can go downhill quickly, thanks to poor reviews on sites like Google.

As an employer, you can help this by having meetings to realign focus. You can hand out weekly goals, keep track of important statistics (for example, hold times), and check-in with your employees to see if they have any concerns.

Make Necessary Improvements

Even if your business is doing well, you can always seek out ways to improve. There are many ways that you can incite a positive change in your business:

  • Budget for better technology if yours is outdated or install newer softwares
  • Offer consistent training and refresher meetings
  • Communicate with your team
  • Set goals and voice clear objectives
  • Motivate your employees in slower seasons

Truly, there are numerous ways that you can improve your business. In turn, your productivity gets boosted and your employees are happier at work. If you ever run out of ideas for improvements, turn to your team and encourage brainstorming. A communicating unit is a cohesive one!

Summary

You have the tools for success and an efficient call center! In summary, the three main keys for productivity (engagement, organization, and improvements) are within your reach and attainable. There are many ways for you to implement these strategies, but remember to take your goals one step at a time. Taking on too many tasks at once is not great for productivity!

KPI Connect knows all about the work that has to go into creating a productive team. Our talented call agent team works hard to achieve the reputation that we have today!

KPI Connect

With over 12 awards under our belt, we at KPI Connect take pride in our business and our agents. Certainly, we train our agents to be ready for any problems and help them by offering updated software, technology, and coaching.

If you need help improving your business, we can do it. The KPI philosophy is three words: collaborate, communicate and connect. Along with understanding your business, we want to become an extension of the company so we can help customers quickly. We can help you reach goals if your company needs improvement on customer service, profit, or productivity.

Contact us if you require assistance. We always look forward to working with new clients and helping solve company issues!

KPI Connect

Raise the Quality of Your Product Support with an Outsourcing Partner

Many companies provide a product support outlet for their customers to make sure their products are as useful as possible. However, there is a wide gap between the best product support resources and those that leave customers wondering why they called at all.

A company that handles their own product support services differs from one that outsources them to the right professional partner. A quality product support system can enhance any customer experience. In turn, the company will have better value.

How Can Outsourcing Help?

By taking the burden off of the company’s staff, an outsourcing partner can alleviate strained workloads and give your customer the attention they need. Awareness is important when there are complaints regarding a product. This extra care from a knowledgeable professional can keep satisfied customers from choosing a competitor.

Plus, an outsourcing partner can provide valuable information and prevent product issues. Partners can give feedback on a product, design flaws, or malfunctions of a product. Hence, you can save money and time in the long run. Customers are happier when their problems are taken care of in an efficient manner. All of the information gathered can allow for product improvements down the road.

The Benefits of Outsourcing Your Product Support System

Trained professionals are dedicated to customer satisfaction. The best outsourcing partners use the latest call center technology to help the customer service team. The professionals can resolve a customer product issue with ease for the customer through phone, email, or online chat.

No business wants to lose a customer due to long wait times with regard to a product issue resolution. Hence the value of an outsourcing partner. With a full call center on your team, your customer gets the attention they seek. The contact center can operate during hours where your business is closed, which helps your customer feel important. You can leave the customer with a lasting positive impression, even if the call started with a negative experience.

A great outsourcing partner knows every aspect of your business and products. So, you can relax knowing your customers receive a high standard of expert service.

For an efficient and cost-effective way to care for urgent customer inquiries and product difficulties, trust the right outsourcing partner with your product support system. Servicing experts will better the quality of your business and exceed the expectations of your customers. Moreover, your company’s reputation will improve and your satisfied customers will return.

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Reducing average handle time

Reducing Average Handle Time in a Contact Center

Average Handle Time (AHT) is critical to measure the efficiency of a contact center. AHT is the calculation of the average period of contact between an agent and a customer. The seemingly simple measurement of time will help improve the productivity of the center. Additionally, customer satisfaction is more likely to get better after learning about which areas need enhancing. The Time Doctor Website says that 93% of customer service teams believe that clients have higher expectations in 2021 (and will continue to have higher standards in 2022) than in previous years. 

When a contact center can maintain a low AHT, their performance gets better reviews. As we all know, a better reputation means better SEO, more clients, and long-term customer relationships.

How can a call center achieve and maintain better handle times and improve customer satisfaction? KPI Connect has over 25 years of experience, and we have a few tips and suggestions to offer!

Why is Average Handle Time Important?

Average Handle Time Calculation

As previously stated, the AHT measures the time of a phone call between an agent and a customer. Therefore, AHT data can assist a company with achieving goals and identifying issues.

Efficiency

A low AHT shows that an agent is better at problem solving and communication. The company can help by adding common complaints or queries to a Frequently Asked Questions (FAQ) page. Time Doctor says that 40% of businesses use this tactic to resolve customer issues, making their center more efficient. 

If the customer can find answers for their questions themselves when call volumes are high, they won’t have to wait. Having more FAQs for the public eye can give the customer a choice to problem-solve themselves or contact the center directly. As MyCustomer says, giving customers a few options will make them feel happier and in control. 

Customer Feedback and Satisfaction

Indeed, companies need their customers. If a contact center has high AHTs, their customer satisfaction is likely lower. Collecting the time of your calls can give you a higher level of analysis regarding your customer service. With correct data, you can get customer feedback and handle time analytics. According to the Time Doctor website, 67% of companies have grown through collecting customer feedback. Moreover, customer responses can elevate brand value and online reviews for a call center.  

Happier Agents

If your systems and programs are running smoothly, your handle times can become lower than if your programs and phones are outdated. Furthermore, updating technology creates a better work environment for the agents. The Warwick website quotes a 2021 study that found happiness can make individuals 12% more productive. Moreover, employees are more loyal to a work environment that treats them well. Having faithful employees means that you do not have to spend the time or money on training and staff turnover.   

Lower Support Costs

As the age-old saying goes, time is money! Finding different ways to make answering or making calls better will ensure the entire team is more productive. 

Continuously reducing your handle times will help you see what works for your company and what does not. 

Is The Company AHT Too Long?

Unhappy customer waiting on hold

Observe.AI mentions that calculating a suitable AHT relies on the industry. Quoting Cornell, the benchmark for telecommunications is just over 8 minutes. As for financial or IT services, the handling time should be just below five minutes (depending on the complexity of the calls, of course). 

There are different ways to tell if your handling time exceeds an ideal number. 

Customer Satisfaction

Customer satisfaction is a common theme throughout this article. Truly, customers are among the most vital factors regarding the success of a business. Even if they are not filing complaints, they are not required to use your service again. To separate your center from other agencies, you need five-star reviews and low handling times. Monitoring calls can give more insight into your center’s handle times, the amount of transfers, holds, and more. 

Hold Times

As stated in the previous paragraph, if your hold times are long and the customer has to bounce between agents, your handle times will increase. Plum Voice surveyed over 2,500 clients and found that nearly 60% of respondents believe that going on hold for one minute is too long. If the company has multiple holds or transfers, one should look into possible issues and find solutions to rectify the AHT. 

Repeat Calls

If a customer has to call a team repeatedly to handle one issue, not only will customer satisfaction suffer, but also the AHT will likely increase. Clients will feel happy with their received services if their customer complaints and questions have quick handling. If your contact center has a poor AHT, confer your repeat calls. 

Fixing your AHT

Smiling contact center agent

Know the product 

If an agent is not trained properly regarding the product they have to support, or knowledgeable of how a specific company works, they have to take time out of their call to find answers. Both handle times and hold times are at risk of increasing. 

However, as products and companies constantly evolve and update, staying on top of changes gets difficult. Employers can help agents with regular training and coaching. 

Prioritize training and coaching

Ensuring that agents are familiar with their software, computers, company standards, and other critical aspects can better prepare the employees for quick problem-solving. As we said before, continuous training will help cultivate your team and improve AHT.

Record and monitor

Recording calls (inbound and outbound) will give you plenty of important information. The given data will show the areas that need improvement. If you have excessive call transfers or common problems eating up time, your calls will show you.

Make sure the client goes to the right agent

Call routing is yet another way to reduce AHT. If a call goes to the correct representative the first time, you don’t have to worry about transfers, hold times, or poor customer service ratings. There are automated systems that can help direct callers to the right agent.

Update technology

Time Doctor says that 29% of businesses have installed live chat software to improve customer support. In turn, agent workloads get reduced. If the bot can help the customer, the client doesn’t have to call. 90% of the businesses using live chats found the software helped streamline the centers’ operation.

Summary

There are plenty of ways to reduce your Average Handle Time. 

An acceptable AHT means happier customers and agents, higher productivity, and lower support costs. 

If your hold times are excessive or if agents have to make too many transfers, you may want to consider methods to reduce your handle times. There are multiple ways to fix your AHT: know the product, put effort into consistent training, record and monitor calls, work on your call routing, and keep the technology updated. 

Those tasks may seem plentiful, but your company, agents, and clients will benefit. KPI Connect knows better than anyone! 

KPI Connect

Our company has received more than 12 awards, but there are a few that mean the most for our AHT: best technology, best training and performance, and highest employee satisfaction. KPI Connect trains our agents to be ready for any problems and help them by giving them updated software, technology, and coaching. 

The KPI philosophy is three words: collaborate, communicate and connect. Along with understanding your business, we want to become an extension of the company so we can help customers quickly. We can help you reach goals if your company needs improvement on customer service, profit, or productivity. 

Our English and French-speaking business has a wide variety of services: outsourced customer care, inbound customer support, product support, overflow services, and more. 

Contact us if you require assistance. We always look forward to working with new clients and helping solve company issues!

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