Call Handling Time
Definition: Call handling time (CHT) is the total time spent managing a customer call, including talking, hold time, and after-call work.
This metric is crucial for call centers and customer support teams to measure efficiency and effectiveness. Optimizing CHT helps improve customer satisfaction and operational efficiency.
Key Aspects of Call Handling Time:
- 1. Components of Call Handling Time
- Talk Time: Duration spent actively speaking with the customer.
- Hold Time: Time the customer spends on hold.
- After-Call Work: Completing tasks like logging call details post-interaction.
- 2. Factors Affecting Call Handling Time
- Customer Complexity: Difficult queries require more time.
- Agent Skill Level: Experienced agents handle calls faster.
- System Efficiency: Slow or outdated systems can extend handling times.
Strategies to Optimize Call Handling Time:
- 1. Training Programs: Equip agents with the skills to resolve queries efficiently.
- 2. Knowledge Base: Provide quick access to information and FAQs.
- 3. Call Scripts: Use structured scripts to streamline conversations.
- 4. Efficient Systems: Implement fast and reliable software tools.
- 5. Regular Feedback: Monitor performance and provide improvement tips.
Other Terms:
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