I am required to do a presentation on reducing call durations whilst improving on customer service. can someone help please?
thanks

First thing I would do is to not accept the premise of the presentation. Why would anyone think that you can shorten calls while not affecting customer service? It may very well be possible, but you need to verify it. The best way to start is to gather data in your call centre. Data on number, cause, type, length of calls. It maybe that shorter calls cause shortcut measures by agents to get people off the call. Or it maybe that there are concrete things you can do to remove the waste from a call. But base all of it on facts and data.

In my experience, after you gather the data, the presentation writes itself.

Best,

Rob

I would suggest you compile a quartile analysis on your calls AHT, by skill, and by the component parts of the call (talk, wrap, hold etc). This will identify many areas for attention. This will also draw you to the advisers who are achieveing the lowest AHT's, as long as the quality scores are as you would expect then these are thye people you can learn from.
From some recent analysis that I was involved with we matched Quality scores to each individuals AHT and what we found was that, predominantly, those with the lower AHT's also had the better quality scores. Not surprisingly those with the highest AHT mainly had the lowest quality scores.
If you do go down this route to source your presentation then make sure you set some specific criteria such as excluding those people with less than x months service.