For the call center, it is important to constantly monitor some indicators — among them is the TMA, or Average Response Time. The TMA corresponds to the effective response time, involving the entire process of contact with the attendant, from the “hello” to the end of the call or request presented.
The TMA calculation is done by adding all the operator speaking times for answered calls, dividing this total by the number of answered calls. In the case of IVR service, there may also be an IVR TMA, which would be the average time that customers are served electronically.
The lower the TMA, the better for the company — especially in inbound operations, where the objective is to serve the customer more quickly.
Below are some tips to reduce Average Service Time and make your call center more efficient!
Keep your customer registry up to date
Updating customer records is a way to reduce TMA as the ecuador whatsapp data customer does not need to wait for the attendant to make corrections to the record at the time of service. Here's how to do this update:
Email marketing
Periodically send emails to the customer to confirm their data.
Website
Customers can update their data via a page on the company's website. Another option is automatic updates, which occur periodically — the website asks customers to confirm their data after logging in.
Mailing campaigns
Run a registration campaign through company correspondence (such as invoices ).
Have agents listen to your call recordings
Another tip for reducing TMA is to allow agents to listen to your calls and monitor their performance on the screens. This will allow agents to identify where the delays were and how the service could have been faster without losing efficiency.
This way, professionals will self-evaluate and, based on their mistakes, will be able to make the necessary corrections. This strategy also makes it easier for supervisors to give feedback.
Get an effective CTI tool
It is important that URA service uses tools that automatically transfer the collected information to the operator's screen. This reduces TMA, since the customer does not need to repeat the data when being served by the agent.
Therefore, it is advisable to have good CTI (Computer Telephony Integration) tools that perform this automatic transfer of information. The more integrated the communication and the better the level of data, the more efficient the service becomes.
Simplify promotional materials
When calling the call center to make a purchase or hire a service, the customer will be more informed and the attendant will not waste a lot of time explaining certain points — this is when the company is able to promote its product/service in a clear and uncomplicated way.
It is important that the sales platform remains in tune with the marketing sector, conveying the points that may be creating disagreement with consumers in advertising.
Have an updated FAQ page
The TMA can be reduced if the company uses a frequently asked questions page on its website. This page clarifies the consumer's most important questions so that when they contact the customer service representative, they have as few questions as possible.
If the page is not feasible for the company, another way is to make answers to frequently asked questions (FAQs, or Frequently Asked Questions ) available to agents. Since many questions are asked frequently, this “guide” will serve as a basis for agents to reduce TMA — especially newer ones.
Some CRM software offers this type of tool. You can also create an internal portal.
Adopt efficient and integrated systems
Another problem that contributes to increased TMA is the slowness in opening systems, registering data, replacing screens and other things. Even if it is only a few extra seconds, when added up at the end of the month, it can represent a high cost, in addition to hindering prompt service.
Every extra second spent navigating the system, when multiplied by the number of calls made per month and the cost of calls per second, will result in new costs. Therefore, it is important to have the support of a good automated and integrated system , with effective resources and tools.
Don't forget to perform periodic reviews. Check whether the tools are being used appropriately and, for example, whether the URA service needs to be updated. The aim should be to find delays and make everything more practical.