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6 Ways to Improve Your Call Center’s Average Call Waiting Time (AWT)

CommPeak Blog

March 30, 2021

A new variable has transformed the “supply and demand” model: the customer experience. Consumers worldwide have expressed that business interactions play a significant factor when determining where to spend their money. 86% of all buyers also revealed that they are willing to pay more for the same product if the customer experience is “great.” As the international market slowly reopens after widespread lockdown, businesses will profit by investing more resources into a personalized, positive customer experience. 

Nowadays, the customer experience begins long before connecting with a contact center agent. How long potential buyers must wait before reaching a human being, known as Average Wait Time (AWT), dramatically influences their experience. If high, the AWT can alienate customers and drive them towards other companies, ultimately impacting business reputation and sales. 

Fortunately, even if long wait times are a symptom of your contact center, there are active measures you can implement to reduce this crucial KPI. With a transparent, reliable, and secure communication solution that can ideally match buyers and agents, you can boost your customers’ experience even before the conversation begins. 

The Ideal Improvements

1. Amplify Your Interactive Voice Response (IVR)

Your contact center’s IVR should be an intelligent, automated system that routes your customers to the most appropriate agents. As the first point of contact for the customer, an optimized and efficient IVR is essential. Test your IVR to make sure it is easily understandable and intuitive for your incoming callers. Confusing route options delay the time it takes for your customers to resolve their issues and speak with agents. 

2. Reduce Agent Downtime

Everyone, agents and managers alike, need the occasional break from work to clear their minds and recharge mental capacities. However, excessive downtime, or idle-time, often culminates in longer AWT for customers. Adopting time-saving tools that automatically execute otherwise manually performed responsibilities will allow agents to spend more of their time answering phone calls. Certain communication providers offer AI products that streamline monotonous tasks such as dialing and help-ticket distribution. 

3. Better Match Agents and Customers

If the average handle time (AHT) is improved, the queue customers invariably have less time to wait before reaching the next available agent. Contact center managers can minimize AHT by ensuring that agent and customer are ideally matched. Certain communication solution vendors supply products that intelligently pair customers with the optimal agent based on spoken language, experience, and other relevant skills. The more your agents understand and relate to their customers, the quicker they will resolve the issue, reducing AHT.

4. Monitor for Compliance

Another way to decrease agents’ AHT is by recording and monitoring conversations. By examining agents’ interactions with customers and leads, you can discern which behaviors and responses are cost-effective and which should be eliminated. Once the positive, profitable communication patterns are detected, you create guidelines and scripts for your agents to help them serve customers more effectively and efficiently. 

5. Accessible Customer Information

Before your agents answer the phone, all customer information should ideally be accessible. The more details agents assess ahead of time, the less the customer will be on hold while the agent discerns essential information. If CRM details are in-sync with your communication solutions, contact center agents will not need to waste time researching personal information while simultaneously accepting the next call. 

6. Make Adjustments for Peak Times

As your contact center’s call volume fluctuates throughout the day, so should the number of available agents. A primary reason for long AWT is that managers have not made suitable adjustments to account for these more concentrated calling times. More customers are trying to reach a representative, but no one is ready to answer their calls.  However, if contact centers monitor and subsequently adapt to their relative peak times, performance KPIs, including AWT, will recover. 

Talk More and Wait Less With CommPeak

Adopting an automated full-suite communication solution will considerably reduce your contact center’s AWT, improving your customers’ experiences. Cloud-based communication packages can assist businesses of all sizes throughout multiple industries. The ideal full-suite solution vendor will provide your contact center with a wide range of automated tools that intelligently illuminate business KPIs that help lower AWT, allowing you to focus more on your customers. 

The amount of time it takes for buyers and potential buyers to reach agents directly correlates with your company’s success. But with CommPeak’s full-suite prognostic AI communication solution, AWT will no longer be an issue. Our smart call operation tools optimize the calling experience by transparently analyzing and monitoring agent performance, ideally matching agent and customer, and streamlining operational procedures. With CommPeak, you’ll be able to provide premium customer experiences. 

Contact us and let us support you with AWT reduction.