ROUTING CALLS BASED ON WHY THE CUSTOMER IS CALLING... CAN HELP REDUCE HANDLE TIME.
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1. EFFICIENT CALLER AUTHENTICATION
Authentication is necessary, but how it ' s handled matters. Many centers still require agents to reverify information the customer has already provided through the IVR or digital channel. This repetition adds time, frustrates callers, and puts agents in an awkward position, especially when agents over-verify.
What I mean by that: if a call center requires four elements for caller authentication, the agent could ask for five or six, thereby increasing handle time.
ROUTING CALLS BASED ON WHY THE CUSTOMER IS CALLING... CAN HELP REDUCE HANDLE TIME.
When implemented correctly, pre-call authentication can:
• Reduce repetitive questioning.
• Shorten the opening minutes of calls.
• Allow agents to focus on the issues, not identity checks.
That said, agents are quick to point out that poor data quality or overly aggressive authentication rules can backfire. If verification fails frequently, agents end up troubleshooting the system rather than helping the customer.
The lesson is simple: pre-authentication should remove effort, not add it.
2. SELF-SERVICE OPTIONS
Also, identify the top reasons why customers call or message your center, and see if some relief can be added to your self-service options. Here is an article that can help.
COACH’ S CORNER
3. INTENT-BASED ROUTING WITH CONTEXT
Routing calls based on why the customer is calling- rather than just availability- can help reduce handle time. When agents receive context about the callers ' intent, recent activities, or prior interactions, they spend less time diagnosing the problems and more time solving them.
Mark
Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.
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