Understanding Average Handling Time
Average Handling Time (AHT) is a critical metric for any contact center. It measures the average duration of one transaction, typically from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction. Reducing AHT can lead to more efficient operations and improved customer satisfaction.
The Role of Conversational IVR
Interactive Voice Response (IVR) systems have been a staple in contact centers for years, but conversational IVR takes this technology to the next level. Conversational IVR uses natural language processing to understand customer queries and provide more accurate responses. This can reduce the need for agent intervention, thereby reducing AHT.
How IVR Transforms Contact Centers
With OpenQuestion‘s conversational IVR system, contact centers can transform their operations. By automating responses to common queries, agents can focus on more complex tasks. This not only reduces AHT but also improves the customer experience by providing quicker, more accurate responses.
Measuring the Impact of Average Handling TIme
To understand the impact of implementing a conversational IVR system, it’s important to measure key metrics. These include the percentage of calls correctly routed, the automation rate, and customer satisfaction scores. With OpenQuestion’s built-in analytics, you can easily track these metrics and more.
How to Measure these KPIs?
OpenQuestion comes with a Template Power BI Dashboard that can be used out of the box as a starting point for analysis and can be later customized with any KPI you deem relevant. Additionally, you can leverage Teneo Query Language to query the conversation logs and focus your analysis on your key strategic points, diving as deep as you want in your conversational data. Some KPIs can be measured directly with reports coming from your Contact Center. Keep in mind that you might need to combine more than one data source to calculate certain metrics.
Real-World Impact: A Conversational IVR Case Study
Implementing a conversational IVR system like OpenQuestion can have a significant impact on your contact center’s operations. A global healthcare organization transformed its call center by implementing a Teneo-based OpenQuestion IVR to manage call routing to sales agents and clinicians. The system was expanded to handle calls from all patients and clinicians, and new functionality was added to include advanced troubleshooting for patients calling for help and information on alarms that their medical device monitors provided. By reducing AHT and improving customer satisfaction, the organization was able to increase efficiency and drive growth.
Ready to Transform Your Contact Center?
Experience the power of OpenQuestion’s conversational IVR system for yourself. Contact us today to schedule a demo and see how we can help you reduce Average Handling Time, improve customer satisfaction, and drive growth in your contact center.