In today’s day and age, having a call center is central to many business models. Here at F.H. Cann and Associates Inc., we offer premier and elite call center solutions for some of the most complex businesses out there today, and we’re proud of the work we’re able to provide for our customers.
Our customers trust us to offer services which are specific to their needs, and that’s no small undertaking. One way we’re able to earn customers loyalty is by reducing average handle time, or AHT.
Here are a few of the ways our team at FH Cann & Associates reduces AHT.
What is AHT?
AHT, or average handling time, means the average duration for a call at a call center. Usually, it’s measured from the moment a customer begins a call, and it includes any hold or wait times, talk times, and any other tasks that take place on the call.
It’s one of the best ways of measuring the effectiveness of a call center, and a lower AHT means a better call center performance. This metric is also used to determine staffing levels at call centers, ultimately saving businesses money on staffing costs.
Aside from AHT, there are other parameters used for determining the operational growth of a call center or contact center systems. These detailed list of top ten call center metrics should be practiced to ascertain the productivity of call center services: https://www.callcenterhosting.com/blog/call-center-metrics-2020-for-businesses/
How F.H. Cann and Associates Inc. reduces AHT
There are several components of our business which help us reduce AHT, to maximize our output and customer satisfaction.
- Staff training: The F.H. Cann and Associates Inc. employees who handle these challenging call center projects are experts in their field. They undergo frequent retraining and certifications, to ensure that their skills stay sharp, and that they’re up-to-date on the latest technologies and protocols.
They’re also highly incentivized to stay with us, with competitive pay and full benefits, which helps us ensure we have professionals who are well-versed in the call center industry.
- Compliance and Quality: Quality and compliance is a core tenant of our business, and many things fall under this umbrella which helps reduce AHT. We go above and beyond industry standards when it comes to compliance and quality control.
We use state-of-the-art software to ensure all of our employees read and sign off on required training materials. We also monitor calls daily, to ensure our operations meet federal and state laws and regulations.
- Technological implementation: Our use of innovative new technologies helps us on our quest to reduce AHT. Our technology ensures that our call center staff are able to effectively complete their jobs, and that their workflows are streamlined.
We also have a full time IT staff which manages our multiple datacenter systems, including a primary and a failover. We monitor our operations 24/7, which helps us stay ahead of events or even possible threats.
We also use state-of-the-art security products to ensure the safety of our customers data. All of these things help directly reduce our AHT because our operations run smoothly, and our team members are able to focus their efforts on reducing AHT.