Furthermore, a very high average service time may indicate that service agents do not have sufficient autonomy to handle a call without relying on decisions “from above” to resolve customer problems.
Finally, TMA also allows us to assess the productivity of customer service agents. This way, we can see which employees take longer to resolve similar requests and understand the reasons behind the delay.
Streamlining service provision should always be the focus of contact centers, we all know that.
But what strategies can be used successfully to reduce average service time?
Updated customer registration: keeping customer data updated and organized in a CRM system, for example, means that the agent does not waste time updating registration data and can resolve customer problems more quickly;
Have a FAQ page: FAQ can be translated as “frequently asked questions”. Having a FAQ section on your website, for example, helps answer frequently asked questions and makes certain azerbaijan whatsapp data phone calls unnecessary, especially if combined with the use of a chatbot;
Monitor calls and calls: it is important that the service is monitored frequently, as this allows you to identify difficulties and flaws in the service process that can be improved;
Have a qualified team: training your team to provide effective and fast service should be the beginning of the process, as only a qualified team will be able to solve problems satisfactorily.
Use an omnichannel platform: give your customer the freedom to choose which platform they want to be served through. This makes the work of the agents easier and makes congestion on specific channels less likely.
Why use an omnichannel platform in customer service
But using an omnichannel strategy can do much more than that. Let’s take a look:
How does an omnichannel strategy reduce average service time?
The support of a wide range of technologies that are present in omnichannel solutions, such as Tactium OMNI , is essential to meet and exceed customer needs.
This is because, when your service is intelligent, that is, when you have an omnichannel strategy, the attendant will already have all the information at hand to provide what the customer needs.
Omnichannel service: what it is and why it is important for your company
Additionally, access to advanced reporting, tools, and analytics will make it easier to create ideal metrics so that average service time can be monitored regularly.
It is important to remember that the intention behind using tools should always be to simplify the customer journey and increase their chances of continuing to interact with the company.
Are you interested in learning more about Tactium OMNI and finding out everything it can do to improve your company's service?