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Better call centers through research! Participate in the 2009 Call Center Benchmarking Study.
Click here: http://www.call-center.net/benchmarking/index.pl

Module 2: Reducing Handle Time

The following tutorial uses the Cost Reduction Diagram as a framework for controlling call center costs. This model will provide a checklist for areas that impact the bottom line of your call center. The checklist provided in this tutorial will allow you to evaluate your current performance in optimizing handle time. You may find this to be a useful tool for discussion with other managers in your call center. For more on controlling costs in your call center, see the Cost Control e-Toolkit link at the end of this tutorial.

Three Areas of Focus

Reducing the handle time in your call center involves addressing three primary areas that contribute to call length and after-call work time:

1. agent capability

2. systems support

3. call processes

Handle time in this tutorial refers to both talk time and after-call work time for telephone contacts and the handle time for other media contacts including email, chat, and mail.

Area 1: Improve agent capability

As a general rule, the more capable and experienced agents have lower handle times. For this reason, turnover is costly to call centers. However, agent capability is not just a matter of length of service for an employee. Actions you can take to improve agent capability include:
Improve the screening process for new hires Implement a quality monitoring program Provide incentives to agents to reduce handle time Reduce turnover resulting in more experienced agents handling calls Improve training for agents (existing and new hires)

Area 2: Improve support systems
	Improving support systems has proven to be an effective way to reduce handle time (and improve first contact resolution rates at the same time). The desktop tools available to agents and the routing methods for contacts have a direct impact on handle time.
Areas to consider include: Skills-based routing Knowledge-based applications Contact management systems Automated post -call work Enhanced system navigation Screen-pop of customer records Improve system access speed

Area 3: Improve call processes
Improving call processes can dramatically reduce contact handle times. The call process and the required activities by an agent for each contact can immediately affect handle times. Methods for improving contact process include:
Use stop-light method Reduce activities required for each call Move call activities to post-call work Reengineer contact processes Reduce cross-selling or up-selling on every call Enable customers to perform activities currently done by agents

Featured eToolkit:

Check out the Controlling the Costs of Call Center Operations e-Toolkit for specific recommendations on how to systematically reduce the handle time in your contact center, including detailed information and checklists look in the. Click here to find out more about this e-Toolkit. Download the "to do" checklist to reduce handle time in your call center.

Better Call Centers Through Research
Participate in Leading Call Center Research Today!

Centerserve is conducting the 2009 Call Center Benchmarking survey and invite you to participate. Participation is free and open to call center managers, supervisors and other call center operations and management roles. As a thank you for your participation, Centerserve will provide you a copy of the 2009 Call Center Benchmarking Report.

To participate in this study click here: http://www.call-center.net/benchmarking/index.pl

Module 2: Reducing Handle Time

Next in this tutorial series: reducing resource costs