In the customer service sector, especially for internet providers, the Average Handling Time (AHT) It is one of the main performance indicators. The shorter the time required to resolve a request, the better the customer experience and the company's operational efficiency.
But Reduce average handling time (AHT) without compromising the quality of care. It's a challenge. Call centers that don't manage this metric well end up overloading their agents, harming customer retention and increasing operating costs.
Therefore, in this article, we explore... the impact of TMA on internet providers, the challenges of the sector and efficient strategies to optimize service timeusing artificial intelligence and automation to guarantee a superior customer experience.
What is Average Handling Time (AHT)?
THE Average Handling Time (AHT) This is the total time an agent takes to resolve a call, from the start of the interaction to its conclusion, including talk time and post-call activities.
The basic formula for calculating the MARR is:
Average Handling Time (AHT) = Total Handling Time ÷ Number of Handlings Performed
One high TMA This can indicate inefficient processes, outdated systems, or a lack of staff training. On the other hand, a Very low TMA This could be a sign of rushed and superficial service, compromising customer satisfaction.
Therefore, the ideal for internet providers is to find a balance, ensuring speed without compromising quality.
Why is TMA crucial for Internet Service Providers?
Average Handling Time (AHT) This is something that worries internet providers, as they deal with complex technical problemswhich require quick and effective service. When the response time is too long, the impacts can be serious:
- Customer dissatisfaction: Long wait times and slow service lead to complaints and cancellations.
- Increased workload: Prolonged calls overload customer service representatives and reduce their ability to serve more customers.
- High operating costs: The longer the call handling time, the more resources are consumed, increasing call center expenses.
That's why, Optimizing Average Handling Time (AHT) is not just a matter of efficiency, but also of competitiveness in the internet service provider market..
Factors Affecting Average Handling Time (AHT) in Call Centers
Different variables can influence the Average Handling Time (AHT) at internet providers:
- Complexity of Requests: Detailed technical issues require more time to resolve.
- Team Training: Well-trained customer service representatives are able to resolve problems more quickly.
- Technological Tools: Outdated software and manual processes slow down customer service.
- Internal Bureaucracy: Many internal processes can delay the resolution of service requests.
Reducing the TMA requires strategies focused on efficiency and innovationand the Intelligent automation plays a key role in this..
READ ALSO: How Artificial Intelligence is transforming customer service.
How to Reduce Average Handling Time (AHT) Without Compromising Quality?
1. Continuous Training and Development
Investing in team development is essential to ensure that customer service representatives are agile and efficient. Training programs They can reduce call resolution times and improve the customer experience.
2. Implementation of Chatbots and AI in Customer Service
THE artificial intelligence It can significantly reduce average handling time (AHT) by automating simple tasks and directing calls to the correct department.
- Chatbots They answer common questions and solve basic problems without the need for a human operator.
- Intelligent Virtual Assistants They use AI to analyze customer history and offer personalized solutions more quickly.
In this way, automation ensures that customer service representatives can focus on... more complex cases, reducing the total service time.
READ ALSO: Intelligent Business Process Automation with AI: How to Increase Productivity and Reduce Costs
3. Improvements in Infrastructure and Use of Cloud Technology
Internet providers need to rely on efficient and integrated systems to reduce the Average Handling Time (AHT) and speed up service.
- Call Management Software: They organize requests and streamline the distribution of services.
- Cloud-Based Service Platforms: They allow quick access to customer data, avoiding unnecessary repetition and speeding up problem resolution.
Therefore, the use of these technologies reduces rework, waiting time and operational costs.
READ ALSO: Why is customer experience essential to business success?
How can Matrix Go help your Internet Service Provider?
Do you want to reduce the Average Handling Time (AHT) From your provider? Matrix Go offers solutions for artificial intelligence and automation to help Internet providers to optimize their customer service..
With our tools, your company can:
- Reduce the TMA Automating customer service and optimizing processes.
- Implement chatbots and virtual assistants., ensuring quick and accurate responses.
- Monitor and analyze data in real time. to continuously improve the customer experience.
- Adopt cloud solutions for faster and more efficient service.
If you want Reduce operational costs and improve the quality of service at your call center.Speak with our team and discover how technology can transform your customer service: 0800 604 5555
