16:24
5 Ways to Get Your AHT Down (Call Control)
Myra Golden
Overview
This video explains five psychological techniques to help customer service professionals reduce Average Handle Time (AHT) by improving call control. These methods focus on managing customer emotions, guiding conversations effectively, and proactively addressing customer needs. By implementing strategies like linking the communication chain, employing the 'double dutch' approach to entering conversations, using signposts, providing comprehensive recaps, and metaphorically walking customers to the door, agents can foster better customer experiences while also increasing efficiency.
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Chapters
- The communication chain breaks when a verbal or written message doesn't receive a response, leading customers to the emotional right side of their brain.
- To prevent this, validate the customer's feelings with empathy, be transparent and genuine, and use only one concise sentence to re-establish the link.
- Effective phrases include 'I realize this is frustrating for you' or 'I can see your point on that,' which acknowledge the customer without making assumptions or minimizing their emotions.
Validating customer emotions and re-establishing a connection quickly prevents escalation and keeps the conversation focused, reducing unnecessary talk time.
Using the phrase 'I realize this has been frustrating for you' to acknowledge a customer's feelings.
- This technique, inspired by jump rope, involves entering a conversation strategically rather than waiting for a perfect moment or jumping in abruptly.
- Avoid letting customers vent excessively (waiting for the perfect moment) or interrupting them rudely (jumping in abruptly).
- Instead, listen actively, be present, and 'jump in' when it feels right with a statement that takes control, such as 'Ms. Jones, I think I understand what's going on here. The first thing we need to do is...'
This method allows agents to smoothly take control of the conversation, preventing lengthy customer monologues and abrupt interruptions, thus saving time.
Listening to the customer, then interjecting with, 'Ms. Jones, I think I understand what's going on here. The first thing we need to do is...' to guide the conversation.
- Signposting involves informing customers about what will happen next in the interaction, much like road signs guide drivers.
- This prepares customers for upcoming requests, such as providing information or being placed on hold, allowing them to gather necessary details.
- Examples include 'In a moment, I'll need your credit card number' or 'I need to place you on a brief hold while I...'.
By setting expectations, signposting helps customers prepare, making them more cooperative and efficient, which speeds up information gathering and task completion.
Telling a customer, 'In a moment, I'll need your credit card number' so they can have it ready.
- The end of a call is a high-risk period for losing control as customers often have lingering questions.
- Proactively address common end-of-call questions (e.g., timelines, next steps, contact methods) during a recap.
- A comprehensive recap answers questions before they are asked, preventing further dialogue and saving time.
Anticipating and answering customer questions at the end of the call prevents follow-up inquiries and reduces overall interaction time.
Stating, 'What happens next is we send this over to our review team, and within 14 to 28 business days, they will reach out to you via email,' to preempt customer questions.
- This is a metaphorical technique for concluding the interaction gracefully and efficiently.
- Use strategic phrases to signal the end of the conversation and guide the customer towards the next steps or their departure.
- Examples include 'I have everything I need on my end; the only thing left is for me to wish you a fantastic afternoon' or 'The final thing we need to do is give you your claim number.'
This technique provides a clear, polite closing, ensuring the customer knows the interaction is complete and preventing them from lingering or reopening the conversation.
Saying, 'I have everything I need on my end. The only thing left is for me to wish you a fantastic afternoon,' to signal the call's conclusion.
Key takeaways
- Controlling customer service calls, especially when delivering bad news, relies on understanding psychological principles.
- Validating customer emotions and re-establishing a connection quickly prevents escalation and saves time.
- Entering conversations strategically, rather than waiting or interrupting, allows for smoother call control.
- Setting clear expectations for customers about upcoming steps reduces confusion and speeds up processes.
- Proactively answering anticipated customer questions at the end of a call is more efficient than waiting for them to ask.
- Gracefully concluding calls with specific phrases helps ensure the interaction ends definitively.
- Consistent application of these techniques leads to reduced Average Handle Time (AHT) and improved customer interactions.
Key terms
Average Handle Time (AHT)Call ControlCommunication ChainValidate FeelingsEmpathyTransparencyDouble Dutch MethodSignpostingRecapProactive Question Answering
Test your understanding
- What is the 'communication chain' and why is it important to maintain it during customer interactions?
- How does the 'Double Dutch' method help in managing call flow and preventing abruptness?
- Why is 'signposting' an effective technique for improving efficiency in customer service calls?
- What is the rationale behind proactively providing a 'recap' at the end of a call?
- How can the metaphorical act of 'walking a customer to the door' contribute to better call control and reduced AHT?