Sunday, July 29, 2012

How to cut AHT overnight

Sound too good to be true? That's because most people think "boil the ocean". I'm going to blog 6 ways over the coming weeks on how you can take simple, easy to implement steps to eliminate "chunks" of AHT in short order.

The first one is reducing the time (by around 80%) it takes an agent to do call wrap-up. AND for those that say their agents don't spend time doing call wrap-up, I think you are denying reality. I've seen call wrap-up actually take place during the current call and even during the next call ("please hold whilst I look up that information for you"). Call wrap involves making notes during the call so your agents remember what they did - which is incredibly ironic since your agents are using a computer - and your computer is pretty good at remembering things for itself!

And this is where the first trick comes in. Simply use OpenSpan's desktop automation to teach the computer to remember, during the call what the agent is doing - EXACTLY, down to the last click / field change / credit / debit etc., across all the apps they use and feed that info into the right notes field instantly. 100% accurate and it won't forget!

I told you. It really is that simple. Our customers swear by it.

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