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Reducing call center handle time
Reducing the handle time in your call center involves addressing
three primary areas that contribute to call length and after call
work time:
- agent capability
- systems support
- 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, fax, 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
time 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-base applications
-
Contact management systems
-
Automated
post call work
-
Enhanced system
navigation
-
Screen-pop of customer records
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
customer to perform activities currently done by agents
For specific recommendations on how to systematically reduce the
handle time in your contact center including detailed information and checklists
look in the
Cost Control Toolkit.
Next in this tutorial series: reducing resource costs |
