Reduce Agent Handling Time with Conversation Intelligence

In the fast-paced world of contact centers, efficiency is key. One of the most important numbers to watch is Average Call Handling Time (AHT) – the average time your agents spend on each customer interaction. A high AHT can lead to long wait times, frustrated customers, and higher operational costs. But what if you could significantly reduce this time while actually improving customer satisfaction?

That’s where Conversation Intelligence (CI) comes in. This smart technology, powered by artificial intelligence (AI), does more than just record calls. It analyzes them to pinpoint exactly how you can make your calls shorter, more effective, and ultimately, more profitable. Imagine reducing your AHT by 15-30% – that’s the kind of impact CI can have.

Understanding Average Call Handling Time (AHT) and Why It’s a Big Deal

Average Call Handling Time (AHT) is the average time an agent spends managing a customer call. It includes:

• Talk Time: The actual time the agent and customer are speaking.
• Hold Time: The time a customer waits while the agent finds information or completes a task.
• After-Call Work (ACW): The time agents spend on tasks after the call ends, like updating records or sending follow-ups.

Why should you care about AHT? A long AHT means your team can handle fewer calls in a day, leading to longer wait times for customers and potentially higher staffing needs. Reducing AHT not only makes your operations more efficient but can also significantly improve customer satisfaction and even reduce customer churn.

Common Challenges When Trying to Reduce AHT

Many contact centers struggle to lower their AHT. Here are some common reasons why:

• Agents Feel Overloaded: High call volumes and a lack of easy-to-access information can slow agents down. For example, an agent might spend valuable minutes searching through multiple systems for a simple answer.
• Customer Data is Hard to Find: When customer information isn’t readily available in one place, agents waste time searching, prolonging calls.
• Inefficient Processes Drag Things Down: Manual tasks and outdated systems force agents to spend time on repetitive actions instead of focusing on the customer’s issue. Think of an agent manually typing out call summaries after every interaction.
• Agents Don’t Always Know the Best Way to Handle Things: Without real-time guidance, agents might not handle calls in the most efficient way, leading to longer interactions.

How Conversation Intelligence (AI) Helps You Shrink AHT

Conversation Intelligence, leveraging the power of AI, offers practical solutions to these challenges, directly impacting your AHT:

1. Automating Time-Consuming Tasks: CI can automatically handle tasks that typically take up valuable agent time. For instance, AI can generate post-call summaries in seconds, saving agents 2-3 minutes per call that they would otherwise spend writing them manually. It can also automate data entry into your CRM and even route calls more efficiently to the right agent from the start.
2. Providing Real-Time Agent Assistance: Imagine your agents having a smart helper whispering the right answers in their ear. CI tools can provide agents with real-time access to scripts, suggested responses, and product details tailored to the specific conversation. If a customer asks about a specific feature, the AI can instantly provide the agent with the relevant information, eliminating hold times and speeding up the resolution.
3. Analyzing Calls to Identify Bottlenecks: CI analyzes your customer interactions to find recurring issues and inefficiencies in your processes. For example, if the AI detects that a particular question leads to long hold times, you can proactively update your knowledge base or agent training to address it more effectively. This data-driven approach allows you to streamline workflows and continuously reduce AHT.

Actionable Strategies to Improve AHT with Conversation Intelligence

Here are some concrete ways you can use Conversation Intelligence to lower your Average Call Handling Time:

1. Implement AI-Powered Virtual Assistants for Routine Inquiries: Deploy virtual assistants to handle common questions like “What’s my order status?” or “What are your business hours?”. By automating these simple inquiries, you free up your human agents to focus on more complex and time-sensitive issues, directly reducing the overall AHT for your team.
2. Integrate CI Seamlessly with Your CRM: Ensure your Conversation Intelligence platform is tightly integrated with your CRM system. This allows agents to instantly access a complete view of the customer’s history, past interactions, and preferences, eliminating the need to switch between multiple systems and significantly reducing the time spent finding information.
3. Utilize AI for 24/7 Support and Reduced Peak Time Queues: While not directly agent handling time, CI-powered chatbots can handle basic inquiries outside of business hours or during peak call times. This can prevent call queues from building up, ensuring that when customers do speak to a live agent, the wait time is shorter, and the overall experience is more efficient.
4. Leverage AI-Driven Quality Monitoring for Targeted Coaching: Use AI to monitor calls for quality and identify specific areas where agents can improve their efficiency. For example, the AI might flag instances where an agent spent too long on hold or didn’t effectively guide the customer to a resolution. This allows managers to provide targeted coaching that directly addresses behaviors impacting AHT.

The Tangible Benefits of Reducing AHT with Conversation Intelligence

When you use Conversation Intelligence to optimize your contact center operations, you can expect to see real, measurable results:

• Achieve up to a 30% Reduction in AHT: Automation of repetitive tasks and real-time agent guidance can significantly speed up call handling.
• Boost Agent Productivity: With AI handling routine tasks and providing instant support, agents can focus on resolving customer issues more effectively and handle more calls.
• Ensure a Consistent Customer Experience: AI-powered tools can help agents adhere to best practices and provide consistent information across all interactions, regardless of the agent or channel.
• Increase Customer Satisfaction (CSAT) Scores: Faster resolutions and more efficient service lead to happier customers who are more likely to rate their experience positively.

Conclusion

Reducing Average Call Handling Time doesn’t have to come at the expense of customer satisfaction. In fact, with the right conversation intelligence tools, you can achieve both: faster service and happier customers. By leveraging the power of AI to automate tasks, empower your agents, and gain valuable insights into your customer interactions, you can transform your contact center into a well-oiled machine that delivers exceptional experiences efficiently.

Ready to take control of your Average Call Handling Time and elevate your customer experience? Mihup.ai offers cutting-edge Conversation Intelligence solutions designed to optimize contact center operations. Discover how Mihup Interaction Analytics and Mihup Agent Assist can provide your team with the real-time insights and automated support they need to reduce call handling times, improve agent productivity, and ultimately boost customer satisfaction. Visit the Mihup website today to learn more and request a demo.