Running a call center is a difficult task as it requires management of multiple resources. Most in-house call centers are very one-dimensional and have a single modus operandi. Be it customer care, tech support or call answering service; most call centers use a single department. However, there is one huge problem with this approach – Average Handling Time (AHT).
Low AHT Requirement for Answering Service Call Centers
The approach of customer service executives is to focus on customer satisfaction. The AHT for such processes is on the higher side when compared with Phone answering service call centers.
An answering service call center is aimed at answering the queries that arise after a new product launch or a marketing campaign or during a sale-period. More often than not, there is a flood of call that needs to be managed.
Although it is important to strive for customer satisfaction even during high-volume call flow, it is even more important to address the AHT issue. The answering service agents should be adept in maintaining AHT of 5 minute or less.
Why Outsourcing Answering Service Call Centers Makes Sense?
Running more than one department with different work cultures – one for customer care and one for call answering service India – adds to the complexity of a business operation. It is much better to use the services of a specialized outsourcing partner like A1 Call Center.
