This post originally appeared on our partner, Genesys’ website.
Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents were happy with the resolutions after approaching customer service representatives. Fast-forward to 2012, and researchers got the same results.
In a call center environment, average handle time (AHT) is a big factor in overall customer satisfaction. Customers who wait too long are more irritable and harder to appease. And real-time resolutions have less effect on a customer who’s already frustrated. Even with the most modern programs, call centers still struggle with AHT; however, managers can take some steps to shorten AHT without lowering customer service standards.