{"id":49785,"date":"2021-10-25T09:31:42","date_gmt":"2021-10-25T16:31:42","guid":{"rendered":"\/us\/en\/blog\/?p=49785"},"modified":"2024-08-27T07:59:00","modified_gmt":"2024-08-27T14:59:00","slug":"shorten-average-handle-time-in-your-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/shorten-average-handle-time-in-your-contact-center\/","title":{"rendered":"5 ways to shorten average handle time in your contact center"},"content":{"rendered":"<p>&#8220;Hold, please.&#8221; They&#8217;re two of the most dreaded words when you call a contact center, aren&#8217;t they? Who hasn&#8217;t had a bad experience with a call to a contact center that lasted much longer than it should have? Worse yet, maybe you&#8217;ve had one of those dreaded long calls that didn&#8217;t even end in finding a solution to your problem. As a customer, no doubt you thought that situation was unacceptable. The question is, do your customers have the same experience when they reach out to your contact center?<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><span class=\"s2\"><b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b><\/span><span class=\"s1\">\ud83d\ude03<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude20<\/span><span class=\"s2\"><b>\u00a0 <\/b><\/span><span class=\"s1\">\ud83d\ude23<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\u00a01\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/span><\/p>\n<p class=\"p1\"><span class=\"s2\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"6a08fb54a2bc4\" id=\"6a08fb54a2bc4\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a08fb54a2bc4.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a08fb54a2bc4.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<hr \/>\n<p>How long does it take for an agent to handle a customer interaction in your contact center? Moreover, can an agent resolve a problem the first time a customer reaches out to you?<\/p>\n<p>Average handle time and first call resolution are crucial metrics in a contact center, and if agents are spending too long on handling calls, or are frequently unable to resolve problems the first time a customer contacts you, that\u2019s problematic. Read on to learn how to shorten the average handle time and boost first call resolution rates in your contact center.<\/p>\n<h2 class=\"heading h2\">What is average handle time, and why does it matter?<\/h2>\n<p>As the name implies, the <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/call-center-metrics\/\">average handle time<\/a> is the average amount of time it takes for a contact center agent to handle a customer interaction.<\/p>\n<p>Why does this contact center metric matter? Longer handle times could mean that agents don\u2019t have the right training or tools to efficiently help customers.<\/p>\n<p>That is not to say that all industries or all problems should have the same average handle times, however. You cannot measure average handle times in a vacuum. Some industries have more complex products or services, so when a customer reaches out to a contact center, it may take an agent longer to help that person. In addition, you don\u2019t want agents to focus solely on average handle time at the expense of customer satisfaction or first call resolution; the goal is to solve the problem effectively and efficiently.<\/p>\n<h2 class=\"heading h2\">What is first call resolution, and why does it matter?<\/h2>\n<p>A contact center\u2019s <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/why-first-contact-resolution-rate-is-an-essential-kpi\/\">first call resolution rate<\/a> measures how many issues are solved the first time a customer brings them up with a contact center. Even though many outbound or <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/inbound-call-centers.html\">inbound call centers<\/a> have transformed into contact centers, the term \u201cfirst call resolution\u201d has stuck.<\/p>\n<p>First call resolution matters because it\u2019s closely linked to customer satisfaction.<\/p>\n<p>As with average handle times, you can\u2019t look at this contact center metric in a silo. Companies with complex services and products might see lower first call resolution rates than those in industries where products and services are simpler.<\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2 class=\"heading h2\">Reducing average handle time and boosting first call resolution<\/h2>\n<p>If you\u2019re not satisfied by your contact center\u2019s current average handle time and first call resolution rates, there are steps you can take to improve those metrics.<\/p>\n<ul>\n<li aria-level=\"1\">Empower agents with the right tools<\/li>\n<li aria-level=\"1\">Route calls to the right agent, the first time<\/li>\n<li aria-level=\"1\">Offer self-service options for customers<\/li>\n<li aria-level=\"1\">Reduce <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a>\u00a0 system complexity<\/li>\n<li aria-level=\"1\">Use supervisor tools to understand the root of the problem<\/li>\n<\/ul>\n<h2 class=\"heading h2\">Empower agents with the right tools<\/h2>\n<p>Agents armed with the right tools and contact center technology are better able to handle anything that customers may need on the spot.<\/p>\n<p>What features should you look for in the <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#ring-cc-off\">right contact center technology<\/a>? Here are two that are especially useful for first call resolution.<\/p>\n<ul>\n<li aria-level=\"1\">Internal directory with presence indicator, so agents can connect to internal experts<\/li>\n<li aria-level=\"1\">File sharing and collaboration, so customers can share all relevant information with agents and other employees<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49786\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/10\/representatives-at-their-desks.jpeg\" alt=\"Representatives at their desks\" width=\"512\" height=\"341\" \/><\/p>\n<p>When agents can turn to their colleagues for answers, it\u2019s easier and faster to solve customer problems, and there\u2019s a greater chance agents will be able to solve those issues the first time customers reach out to them.<\/p>\n<h2 class=\"heading h2\">Route interactions to the right agent<\/h2>\n<p>To illustrate the impact proper routing has, we\u2019ll use an example.<\/p>\n<p>Gina has just started working at a contact center. She\u2019s learned most of what she needs to know to help customers, yet when it comes to solving issues, Gina has more learning to do. Her colleague Joe, by contrast, has worked at the contact center for three years and has dealt with a variety of problems (some of which are very complex). Intelligent routing sends more difficult, complicated customer issues to Joe, while directing more straightforward problems to Gina.<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/features.html\">Routing interactions to the right agent<\/a> can lower average handle time and boost first contact resolution. Agents with greater experience have a deeper understanding of the problem as well as how to deal with it efficiently.<\/p>\n<h2 class=\"heading h2\">Reduce IVR system complexity<\/h2>\n<p>Some <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/first-call-resolution-best-practices\/\">IVR menus<\/a> are complex, which leads to customer frustration and being routed to the wrong agent. By simplifying IVR menus, you can boost the chances that customers will be routed to an agent who can actually handle their problem efficiently, rather than someone who might not even be in the right department.<\/p>\n<h2 class=\"heading h2\">Offer self-service options to customers<\/h2>\n<p>Offering <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-service-principles\/\">self-service options<\/a> to customers allows contact centers to reduce average handle times and increase first call resolution because it enables customers to bypass the agents for simple questions.<\/p>\n<p>Moreover, it gives you more accurate metrics. We\u2019ll use another example to demonstrate: let\u2019s say you run a banking call center without self-service options. Every time customers want to check their bank balance, they have to call you. Yes, agents are able to look up the bank balance and respond to the customer then and there, giving you a high first call resolution, but it\u2019s not an efficient way to do business.<\/p>\n<h2 class=\"heading h2\">Use supervisor tools to understand the root of the problem<\/h2>\n<p>Cloud contact center solutions feature robust supervisor tools that give managers deeper insights into factors affecting agent performance. Supervisors can evaluate built-in analytics that measure how customers respond to what agents are saying or typing. They can search for key phrases and topics to better understand what barriers exist to first call resolution.<\/p>\n<p>In addition, real-time call monitoring enables supervisors to detect any problems during an interaction between agent and customer. With whisper coaching and barge-in functionality, supervisors can steer an interaction toward an optimal conclusion.<\/p>\n<h2 class=\"heading h2\">RingCentral\u2019s cloud contact center solution: improving the customer experience<\/h2>\n<p>RingCentral\u2019s cloud contact center solution offers the capabilities you need to reduce average handle time, boost first call resolution rates, and improve your overall customer experience. Giving agents the right tools, intelligent routing, self-service options, simplifying IVR menus, and the right supervisor tools enable agents to work more efficiently and effectively. To learn more, <a href=\"https:\/\/www.ringcentral.com\/future-of-customer-experience.html\">download our eBook: The Future of Customer Experience<\/a>.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;Hold, please.&#8221; They&#8217;re two of the most dreaded words when you call a contact center, aren&#8217;t they? Who hasn&#8217;t had a bad experience with a call to a contact center that lasted much longer than it should have? Worse yet, maybe you&#8217;ve had one of those dreaded long calls that didn&#8217;t even end in finding &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49788,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-49785","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>5 ways to shorten average handle time in your contact center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Here are five ways that you can shorten average handle time and boost first contact resolution in your contact center.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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