I am convinced that making a high quality phone call makes more logical sense than cutting a call short to make a daily call quota. We train our team to ask an additional closing question, take the time to offer several options for a sale, avoid sidetracking and especially taking the most direct route toward the conclusion of each interaction. A thank you for the customer‘s time is required and made on every phone call regardless of the outcome. Your clients will appreciate you for not sacrificing the quality of your customer support.

I clearly understand the importance of minimizing handling time on the phone while still offering exceptional service.

I hope that helps.

Richard

Customer care is very important in the call center industry, because if you have an unsatisfied customer, there would be less business for your clients. An unsatisfied customer will result to an unsatisfied client. The only thing that a client will see when a customer is not satisfied, is that you are not taking good care of their business that was trusted in your company.

Does your team have any time restrictions or guidelines on how long they should take?

If Agents are targetted on total handling time rather than time taken per call they are more likely to deliver a quality service in the minimum amount of time. Once the pressure of churning out call after call is lifted the AHT will find a natural level, one that balances quality with productivity.