Recently, targets have been revised and more emphasis has been put on providing quality customer service, after which the average daily talk time for whole call center reached up to 115 seconds per call. (It used to be 90 seconds per call before these changes).
We questioned call center agents and they don't know how to control their average talk time. Management is not willing to revise those targets as we are a customer-oriented firm. What could be the way to reduce the average talk time in this case?
Also, we had an interactive voice response (IVR) system, but our quality management department has found that some basic information needs to be delivered to the customer before transferring calls to the IVR.
As far as looking for ways to reduce talk time, you could do a time and motion study and evaluate where time is being spent. At a minimum, use observations from quality management to assess if time is being spent wisely. You may be able to identify improvements based on system changes, process changes, or additional training.
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