How can you reduce call wait times while maintaining quality of service?

1 Automate repetitive tasks

One way to reduce call wait times is to automate some of the tasks that agents spend a lot of time on, such as verifying customer identity, updating records, or sending confirmation emails. By using tools such as interactive voice response (IVR), chatbots, or CRM software, you can free up agents to focus on more complex or urgent issues. Automation can also reduce human errors, improve consistency, and enhance customer satisfaction.

2 Optimize call routing

Another way to reduce call wait times is to optimize how you route calls to the most suitable agents. By using skills-based routing, you can match customers with agents who have the right expertise, language, or availability. This can reduce transfers, callbacks, and escalations, and improve first-call resolution. You can also use data analytics to predict call volume, peak times, and customer needs, and adjust your staffing and scheduling accordingly.

3 Empower your agents

A third way to reduce call wait times is to empower your agents to handle calls more effectively and efficiently. By providing them with adequate training, coaching, and feedback, you can improve their knowledge, skills, and confidence. By giving them access to relevant information, resources, and tools, you can help them solve problems, answer questions, and offer solutions. By encouraging them to use empathy, active listening, and positive language, you can enhance customer rapport, trust, and loyalty.

4 Offer self-service options

A fourth way to reduce call wait times is to offer self-service options for customers who prefer to handle their issues on their own, or who do not want to wait on hold. By providing them with online portals, FAQs, tutorials, or forums, you can enable them to find answers, make changes, or request services at their convenience. Self-service options can also reduce the workload for agents, and allow them to focus on more value-added interactions.

5 Monitor and measure performance

A fifth way to reduce call wait times is to monitor and measure your performance regularly and systematically. By using metrics such as average handle time, average speed of answer, service level, and customer satisfaction, you can track your progress, identify gaps, and evaluate the impact of your actions. You can also use feedback from customers and agents to gain insights, learn from best practices, and implement improvements.

6 Experiment and innovate

A sixth way to reduce call wait times is to experiment and innovate with new ideas, approaches, or technologies. By testing different strategies, methods, or tools, you can discover what works best for your customers and agents, and what does not. You can also use creativity, design thinking, or co-creation to generate solutions that are more customer-centric, user-friendly, and efficient. Experimentation and innovation can help you stay ahead of the competition, and adapt to changing customer expectations and needs.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?