Average Handle Time (AHT) is a common customer service metric, typically emphasized by throughput-centric, high-volume contact centers. Contact centers need to make sure they do not over-focus on AHT at the expense of equally important metrics such as First-Contact Resolution (FCR). Conversational guidance with AI and knowledge management often elevates both seemingly conflicting metrics at the same time!
Many factors can affect an agent’s handle time—The number of applications they have to consult during the interaction, queue and routing, training, and access to the relevant knowledge in a timely and consistent manner, are only some of the many factors.
With the right implementation of AI and knowledge, it is possible to improve average handle time while boosting customer satisfaction. Our clients across banking and financial services, communication service providers, utilities, and miscellaneous B2C sectors have reported a significant reduction in average handle time. Here are a couple of examples from our clientele.
Barclays improved average handle time by 67%, while boosting first-contact resolution at the same time by 36% with our conversational guidance for contact center agents, powered by AI and knowledge management!
Paylocity, a fast-growing SaaS provider in the HR domain, improved their first-contact resolution by 35% and time to answer by 67%! Hear it from the SVP of Operations himself.
Want to transform customer service and engagement with eGain? Start with a risk-free, no-charge, production pilot. Talk to us now to learn more!