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How to Reduce Average Handling Time (AHT) in Digital Contact Centers with Automation
07 February 2025
In the customer service industry, Average Handling Time (AHT) is one of the key metrics that determine contact center efficiency. A high AHT can lead to long queues, decreased customer satisfaction, and increased operational costs. One effective solution to reduce AHT is by adopting automation in digital contact centers. By leveraging the right technology, businesses can enhance both the speed and quality of service without compromising the customer experience.
Why Should AHT Be Reduced?
A high AHT not only impacts operational efficiency but also affects the overall customer experience. Here are some reasons why businesses should strive to reduce AHT:
- Enhancing customer satisfaction – Customers dislike long wait times when seeking solutions to their issues.
- Reducing operational costs – The faster agents resolve inquiries, the fewer resources are required.
- Increasing agent productivity – Agents can assist more customers in a shorter period.
- Improving brand reputation – Fast and responsive service fosters a positive company image.
Automation Strategies to Reduce AHT
Here are some ways automation can help minimize AHT in a digital contact center:
1. Utilizing Chatbots and Virtual Assistants
AI-powered chatbots can handle common customer inquiries without requiring human agents. With Natural Language Processing (NLP), chatbots can deliver fast and accurate responses, reducing the number of interactions that need agent intervention.
2. Implementing Smart Interactive Voice Response (IVR)
AI-based IVR systems enable customers to navigate through options independently and receive solutions faster. With advanced voice recognition, IVR can accurately understand customer requests and direct them to the appropriate resolution.
3. Automating Workflows with Robotic Process Automation (RPA)
RPA assists agents by handling administrative tasks such as customer data retrieval, account verification, and transaction logging. By minimizing manual work, agents can focus on more complex interactions, speeding up issue resolution.
4. Integrating a Centralized CRM System
A Customer Relationship Management (CRM) system connected to multiple communication channels allows agents to access customer information quickly. This integration reduces the time spent searching for customer data and interaction history.
5. Using Speech Analytics to Analyze Conversations
Speech analytics technology can analyze customer-agent conversations to identify the root causes of high AHT. With these insights, businesses can optimize conversation scripts and provide more effective agent training.
6. Automating Follow-Ups and Notifications
Some customer requests require follow-ups, such as document delivery or service status updates. By automating notifications through email or instant messaging, customers receive timely updates without needing to contact the call center again.
Conclusion
Automation in digital contact centers is an effective solution for reducing AHT, improving operational efficiency, and enhancing the customer experience. With technologies like chatbots, smart IVR, RPA, integrated CRM, and speech analytics, businesses can optimize their services and significantly reduce customer wait times.
As a customer experience solutions provider, PT VADS Indonesia is ready to assist businesses in digitizing their contact centers. With cutting-edge technology-based services, PT VADS Indonesia can help optimize operational efficiency, reduce AHT, and deliver a better customer experience. Contact us today to learn more about our digital contact center solutions.
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