“How will you improve AHT (Average Handling Time) for both your team and the department whilst maintaining great customer outcomes, balancing the current department priorities and embedding recent and future projects”.
Some information which may be useful :
make sure you know how to use computer tools – TIA / Cathie / Compass / Excessive Servicing
use knowledge base – gets you the right answer as quickly as possible.
take advantage of internal communications
learn how to be directive to the point – explain in 1 statement
Be open for coaching – best practices
Listen to your calls – what could you do better, how do you think it well, what do you need to improve on?
1. Signposting – In a moment i will need to take a few details…
2. Screen Pop – Use the customer information the system makes available – pre populated
3. Quality Focus – around AHT – Identyfying conversation time which doesnt benefit the customer
4. Call Routing
5. Look at transfer rates – identyfy call types with transfers and coach
6. Lower Attrition – recognise and reward best performance – SME roles
7. Coach Agents – Abbreviations – speed up logging of call info
8. Watch out for agent tricks – ensure call work isnt used as a break.
9. Call Timer.
10. Quartile Analysis – examine variants – replicate behaviour from best performers.
Focusing on coaching and efficiency of the team, identifying any gaps in knowledge/training etc….
Understand if call work or talk time is the issue – as obvs if its call work you can reduce their AHT without impacting the customer outcome.
Maybe focus on SBS coaching so that you can identify efficiencies they can make in their calls without the customer being impacted – identify obvious development needs with system use for example which again wouldn’t impact the customer
Tools – Project Compass – which is a tool available to agents to help locate the customer which helps reduce AHT.
