Minimise call times

Your handle time is dependent on the time your customers spend on hold, queue times and ring time, however, there are times when there is a higher influx of calls than normal such as during peak times and specific seasons. To maintain a high level of customer service, it’s important that you ensure their experience is a positive one, even if they have to wait a little while.

To reduce your call times, we can recommend a few tips such as staff training on call software and tools, CRM, and instant messaging such as Teams. This will ensure that your staff can record information easily and ensure you can give quick answers to your callers. Recording your calls means that it’s much easier for managers to access staff performance and identify weaknesses in areas needing improvement.

IVRs and auto-attendant software such as Challengers Voice Studio can help reduce call times by offering the option for customers to access certain information on their own, without being routed to a member of staff. If the customer still needs to be routed to a staff member, the system can do it, saving time and increasing customer satisfaction.

Challengers Voice Studio also offers professionally recorded welcome messages, menus, and music on hold. As callers to your business will typically spend about 20% of the call time on hold, your in-queue and on-hold audio must be optimised!