The real culprit here isn ’ t the music or the voiceover ; it is those endless interruptions . You know the ones : “ We ’ re sorry for the extended delay , blah blah blah .” This is repeated every 20 , 30 , or 60 seconds , regardless of how long you are stuck on hold .
If hold times exceed five minutes , program the system to “ go to music ” and spare your callers the repetitive nonsense of the “ Your call is important to us ” interruption . When these annoying messages break into marketing messages it makes me wonder why any organization would want this ! Sadly , they likely DON ’ T want this ; they just have a “ missed awareness .” YIKES !
This kind of experience is archaic and a relic of the 1990s , before multiple recording sources were an option . It is also a glaring example of organizational dysfunction . No Contact Center in the 21st century should interrupt marketing messages with repetitive hold announcements . Yet , it happens because the people making these decisions — whether IT , Telecom , or another department — do not fully grasp the Customer Experience impact of their choices . And Marketing ? Well , it also appears blissfully unaware .
What is worse is that fixing the problem is simple , and definitely not rocket science . It is just nobody ’ s job ! This is a perfect starting point for your NHT program . Shine a light on these issues , call them out for what they are , and start creating a queue experience that doesn ’ t make customers want to scream .
CLUTTERED DESKTOPS : THE SILENT AHT KILLER
Let ’ s talk about the cluttered desktop . It is often a chaotic landscape of multiple applications , each with its own set of quirks . Timeouts , password resets , and navigation challenges can feel like the unraveling of a nautical knot . For Contact Centers , this mess isn ’ t just a minor inconvenience ; it is a process and training nightmare . And when you factor in remote agent environments , the complexity skyrockets .
Remote agents often work with a patchwork of internet providers , varying connection speeds , and — brace yourself — their own equipment . Yes , some organizations require agents to supply their own computers and internet access . What a risky and short-sighted practice this is !
Now imagine trying to share all those cluttered desktop applications across this maze of remote setups . Latency issues inevitably creep in , turning a smooth workflow into a sluggish crawl . The organization is laser-focused on tracking an individual agent ’ s Average Handle Time ( AHT ) like it is the Holy Grail . But they often brush aside the role IT latency plays in bloating these numbers . As part of the NHT initiative , consider documenting the number of calls where agents apologize for the system (“ My system is very slow today .”). Include this information in any reports regarding AHT . And , since most recording systems today capture the screen , create a “ reel ” or two showing the latent system response . This can be powerful in influencing and persuading investment to fix these key areas .
Organizations need to shift their focus and stop obsessing over agent AHT . They must identify and report on all tasks , tools , and activities impacting handle time . A global fix to latency and cluttered desktops delivers far bigger wins and a much smoother Customer Experience . This is where the real impact lies .
REMOTE AGENT LATENCY AND VOICE QUALITY —" CAN YOU HEAR ME NOW ?" IS NOT A QA STRATEGY
And let ’ s not forget voice quality . Remote setups often rely on suboptimal connections which can lead to poor audio . This further hampers productivity and frustrates customers . This is a textbook " Now Hear This " moment !
Fixing the transport mechanisms and streamlining cluttered desktops impacts every single agent . It is a game-changer for AHT and one that benefits the entire operation , not just individual performance metrics .
PROCESS ALERTS FOR DIGITAL ACCESS : FROM HANDOFFS AND TRANSFERS TO CLICKS AND COM- PLETION — DECODING THE MESS
Digital access is expected to be a smooth journey . But too often it is a maze riddled with handoffs , transfers , and excessive
IDIOM INSIGHTS
clicks . Each step is a potential stumbling block , where customers and agents alike get stuck navigating disjointed systems . Handoffs between departments frequently lack the context needed to continue the interaction seamlessly . This leaves customers to repeat their story — again ( and sometimes , again ). Transfers pile on frustration when they bounce customers to the wrong department or fail to resolve the issue entirely .
And don ’ t even get me started on " clicks to completion ," where convoluted workflows and unnecessary steps slow down what should be a simple process . This chaos not only frustrates customers but also drags down agent efficiency . It is time for a " Now Hear This " approach . Audit these digital pathways , identify the choke points , and streamline the process . Fewer clicks , smarter handoffs , and seamless transfers mean happier customers and more empowered agents . It is a win-win worth the effort !
The reality is that Contact Centers are full of operational blind spots . Some have just been accepted as “ the way things are .” Others we have fought to fix , but with limited success .
But what if we changed the conversation ? What if we stopped playing defense on AHT and QA scores and instead used “ Now Hear This ” to proactively call out the systemic inefficiencies that impact every agent , every call , and every customer ? Whether it is outdated queue configurations , desktop chaos , or digital handoffs that don ’ t actually hand anything off , it is time to rethink what we measure and how we advocate for change .
Think about the inefficiencies that are staring you in the face and that need a new , louder approach to being heard . Create a “ Now Hear This Report ” that spotlights real issues and solutions in a way that commands attention and drives action . If no one is listening , maybe we are just not making enough noise ! NHT program can help your contact center be heard — loud and clear .
Kathleen M . Peterson is the Chief Vision Officer of PowerHouse Con sulting , a call center and telecommunications consulting firm . www . powerhouse1 . com
@ PowerHouse603
MARCH 2025 13