Cut the Time, Keep the Quality: How to Reduce AHT Without Making Customers Hate You
Simon Pearton-Hindley
Director of International Business Development at TELUS International
Ever had one of those phone calls where you’re stuck on hold, listening to the same awful hold music on repeat? It’s the worst, right? And if you manage a call center, you know that Average Handle Time (AHT) is a constant headache. You want to get those calls wrapped up fast, but not at the cost of customer satisfaction.
Let’s talk about how to cut AHT without cutting corners. I’ll share a real case study from a project I was responsible for, plus a few other smart moves big players are using.
The Game-Changer: 30 Seconds Saved, 20% Happier Customers
The project I oversaw had a challenge: Calls were dragging on too long, and customers and our senior leadership team weren’t thrilled. But slashing AHT the wrong way can turn your NPS into a horror show. So, what did we do?
?? Optimized Processes – I Got rid of pointless steps that wasted time.
?? Agent FAQ Tools – The creation of an easy-to-use reference so agents weren’t digging for answers.
?? Newsletters & Tests – Kept agents sharp with quick training updates and assessments linked to bonuses.
?? Buzz Sessions – Fast-paced, daily knowledge-sharing customer feedback that made learning fun.
?? Results? A 30-second drop in AHT and a 20% boost in NPS. Not bad, right?
The Big Question: Can You Speed Up Service Without Rushing Customers?
Absolutely. The trick is smarter processes and better training. Here’s what some of the best in the business are doing:
? Consider using AI-Powered Knowledge Bases – Agents get answers fast without hunting through documents.
? Predictive Analytics – Knowing what customers need before they ask speeds up calls.
?Chatbots – Taking care of the easy stuff so agents focus on real problems.
5 Strategies That Actually Work
1?? Cut the Clutter – Eliminate redundant steps in workflows. If agents have to click through ten screens for an answer, that’s ten screens too many.
2?? Train Smarter, Not Harder – Instead of long, boring training sessions, use bite-sized learning buzz sessions.
3?? Self-Service Done Right – AI and chatbots aren’t just buzzwords. They take care of routine questions so agents handle complex ones.
4?? Focus on First Contact Resolution (FCR) – Yes, this can increase AHT a little per call, but reduces total contacts, saving time in the long run.
5?? Make Metrics Work for You – Don’t just track AHT. Balance it with CSAT and FCR so agents don’t feel pressured to rush through calls.
?? The Real Impact:
Final Thoughts: Fix AHT Without Losing Your Mind
Trimming AHT isn’t about making agents talk faster or cutting off customers mid-sentence. It’s about smarter processes, better tools, and solid training. If my team can do it, so can you.
?? Need expert help? CEXDNA specializes in consultancy and process optimization to help call centers like yours get lean without losing quality.