Reducing Average Handle Times

Everyone knows we’re focused on improving the customer experience.  What started as a free consumer to skip hold times evolved in full enterprise turnkey virtual queuing software-as-a-service.  While we knew that saving customer sanity was a big deal for safeguarding brand loyalty and repeat revenue, the fact is that the gains from operational efficiency are nothing to be scoffed at.  There are 2 main factors which drive the shorter call times:

Audio Intros and Customer Metadata

When our enterprise customers forward their calls to Lucyphone, we collect pertinent data from the caller.  Sometimes it’s an order id, sometimes a customer id.  Sometimes we collect it via speech entry, sometimes via DTMF entry.  In all cases, we give this information to the Customer Care Representative, and they are “record-ready” when the customer gets a call back.  This happens faster than if the customer gives this information in real time, because they’re looking up numbers on bills, or slow to answer.

Fewer Apologies and Less Browbeating

When Customer Care Representatives pick up a Lucyphone call, they’ve already delivered the beginnings of a great customer experience.  They get right to business, rather than having to de-fuse an angry customer who just spend 20+ minutes listening to Kenny G.

Reducing AHT has been a great way to further demonstrate the ROI achieved by implementing the LucyQ.  Contact us to hear the case studies in greater detail, and we’ll share what we’ve learned.