Inbound Call Centers in India : How To Reduce Average Handling Time While Retaining Quality

Given how advanced technology is these days, it’s no surprise that Inbound call centers in India are continually striving for the best service for both international and domestic customers. Customers’ needs always come first, with finding an appropriate resolution as the most important goal. If we were to search for the best call centers in India, other major cities such as New Delhi, Bangalore, Mumbai, Pune, and Chennai would probably come up before you. So how do these excellent hubs operate? To know about it we have to first need to gain an insight regarding average call handling time of inbound call centers in India.

Average Call Handling Time (ACHT) of Inbound Call Centers in India

India is a diversified country, and so is its culture. The way people communicate also differs from state to state. This makes it difficult for the call center agents to understand the regional language and dialects, affecting their performance. Also, most call center agents need to become more familiar with the technical terms used in specific industries like IT, making it challenging for them to understand the issue and provide an apt solution.

To reduce the ACHT, the call center must first focus on increasing the efficiency of its agents. They can do this by providing adequate training covering all aspects of customer service. The agents should also receive regular feedback to improve their performance. In addition, the call center must invest in technology to help them handle calls more efficiently.

Proven Techniques for Reducing AHT Without Compromising Quality

The average handling time (AHT) of inbound Call Center Customer Service Representatives (CSRs) is an important metric to track. AHT directly impacts the cost of running a call center service in India and the quality of the customer service experience.

Many factors contribute to AHT, including the number of calls, the duration, and the number of transfers. Therefore, it is essential to understand all the factors that impact AHT and then put into place proven techniques for reducing each one to reduce AHT without compromising quality.

Here we will discuss how inbound call centers in India can reduce AHT without compromising the quality of their customer service. Some standard techniques for reducing AHT include:

• Leverage the Call Recording Feature

Inbound call centers in India can use the call recording feature to their advantage to help reduce average handling time while retaining quality. It is possible to do this by using the recordings to listen for areas where calls are taking too long and then making changes accordingly. Additionally, listening to recordings can help identify any issues with the quality of the calls and resolve them. During calls you try to provide necessary support at that time you miss out some crucial points during the conversation. Call recording will help you recall those points and help you provide necessary help after the call also which will intend to reduce the average call handling time. By leveraging the call recording feature, call centers can improve their efficiency and maintain high levels of quality call center services in India.

• Regular Coaching and Training Sessions for Agents

Inbound call centers in India handle a large volume of calls from customers seeking assistance with a product or service. Therefore, it is essential to provide regular coaching and training sessions for agents to ensure that each caller receives the best possible experience.

These sessions should cover various topics, such as handling complex customer inquiries, upselling products and services, and using the call center software. In addition, agents should receive opportunities to role-play different customer service scenarios. This will help them to understand better how to handle real-life situations.

Call center managers can reduce the average handling time while retaining quality by providing regular coaching and training sessions. This will ultimately lead to happier customers and more business for the company.

• Streamline the Agent’s Workflow

Understanding what tasks take up the most time to streamline the agent’s workflow is essential. Once you have identified which tasks are taking the longest, you can look for ways to automate or simplify those processes.

One way to streamline the agent’s workflow is to use call center software that includes features like automatic call distribution (ACD) and caller identification. ACD will help route calls to suitable agents quickly and efficiently, while caller identification can help speed up the process of retrieving customer information.

Another way to streamline the agent’s workflow is to provide access to self-service tools and resources. This could include a knowledge base of FAQs, how-to guides, and product information. As a result, customers can often find answers to their questions without needing to speak to an agent, which saves time for both parties.

Finally, it is essential to ensure that agents have all the necessary information at their fingertips before starting their shifts. This could include a list of common questions and answers, customer contact information, and any updates or changes to company policies. Agents can work more efficiently and effectively by being prepared before their shift starts.

• Develop a Complete and Interactive Knowledge Base

An interactive knowledge base can help call center agents resolve customer issues more efficiently and reduce average handling time. A knowledge base is a collection of information agents can access to find answers to common customer questions. The information in a knowledge base should be well organized and easy to search.

A complete knowledge base will include information on your company, products, and services. It should also have a FAQ section that covers common customer questions. Agents should be able to access the knowledge base from any computer with an internet connection. Therefore, updating the knowledge base regularly with new information is essential.

An interactive knowledge base can help call center agents reduce average handling time while retaining quality. By providing agents with quick access to the information they need, they can resolve customer issues more efficiently. A complete and up-to-date knowledge base is essential for delivering quality customer service.

• Using CX Technology for Effective Call Routing

Utilizing CX technology is one way to achieve the goal of effective call routing. By route calls efficiently and effectively, you can minimize wait times and better ensure that each customer gets the individual attention they need. In addition, CX technology can help you automate some of the more repetitive tasks involved in running an inbound call center, such as taking customer information and scheduling appointments. This frees your agents to handle more complex issues and provides a better overall experience for your callers.

If you want to reduce your average handling time while still providing high-quality customer service, consider implementing CX technology in your inbound call center. It can make a big difference in efficiency and overall caller satisfaction.

• Evaluate Call Types

When it comes to inbound call centers in India, one of the most important metrics to track is average handling time (AHT). This metric measures how long it takes agents to complete calls from start to finish and can be a good indicator of overall efficiency.

There are a few different approaches to reducing AHT while still maintaining quality. One way is to evaluate call types and see if any patterns or joint issues are causing calls to take longer than necessary. Another way is to provide better training for agents to handle calls more quickly and efficiently. Finally, consider using technology like Automated Call Distributors (ACDs) to help route calls more effectively.

Conclusion

Regarding inbound call centers in India, reducing average handling time while retaining quality is a top priority. As we all know customer needs are the first priority for every business. Hence there are several ways to achieve this, but some of the most effective include appropriately training staff, using caller information to tailor calls, and implementing quality assurance measures. By taking these steps, you can ensure that your call center runs smoothly and efficiently while providing excellent call center services in India.