How you treat your customers defines their perception of your business. Call centers with minimal wait times satisfy callers, increase loyalty and long-term revenue. Consumers hate being put on hold, and robotic music or messages can only exacerbate their frustration. Follow our tips for establishing effective two-way communication for long-term success.
What is Average Wait Time (AWT)?
the average wait The time is calculated as the total wait time for all answered calls divided by the number of those calls. It depends on many factors – organization, industry, time of day, staff availability, etc. Fortunately, there are plenty of ways to minimize it.
Globally, the norm for call centers is the 80/20 ratio. This means that your team should answer 80% of calls within 20 seconds. The following ideas will help you achieve this goal. Let your audience know that every request matters, and you’ll do everything in your power to serve them fast!
Integrate conversational AI
Most consumers are annoyed by automated voices. However, there is a better alternative to faulty Interactive Voice Response Systems (IRVS). AI-enriched digital products have superior capabilities. First, they replicate the experience of chatting with a live agent. Second, their voices are natural and human.
Thanks to AI, automation can solve real problems. These systems can respond to queries and handle common requests such as changing service plans, processing billing, or providing information. Unlike previous generation tools, AI brings real added value.
Check call queue configuration
If your business needs to continue using IVR, check its performance. In particular, evaluate the quality of call routing, data entry reading, and dialing options it offers. Make sure it connects callers to the correct service as soon as possible.
Adjust settings to separate Teams queues from Call Agent queues. Give callers the option to leave their queue and have an agent call them back if the wait time needs to be extended.
Track key indicators
First, implement live call monitoring to allow managers to listen to interactions in real time. This way they will know how to improve training and ultimately increase solving speed.
Second, record calls to understand why the average wait time is long. Track key metrics continuously to identify trends. Your agents will be better equipped to handle calls responsibly and AWT will decrease.
Create a self-service knowledge base
Evaluate the most common issues reported to customer service. Create a detailed knowledge base addressing these issues. This will benefit your agents who will have all the necessary data at their fingertips. Customers will also save time. Program your automated system to direct them to this repository.
Thoughtful Staff Officers
Finally, adjust the size of your support team based on expected traffic. Popular call center software has built-in workforce management modules. If you experience staffing shortages repeatedly, you have a valid reason to hire more agents.
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