How to Reduce Average Handling Time (AHT) in a Call Center

Here are 8 tips on how to lower your average handling time or AHT. This tackles how to stop talkative customers from talking too much and irate customers from complaining too much. This also contains two mock calls.
#aht #callcenter #kwestyon
00:00 AHT problems
00:29 Tip #1
00:53 Tip #2
03:01 Tip #3
03:39 Talkative customers- solutions
04:53 Irate customers- solutions
06:46 - Tip #6
07:52 Fast-paced customers- solutions
09:56 Mock call: Fast vs slow-paced agent
15:12 Tip on how to speed up your pace

[@ikatmax]

You blew my mind i never even realized how build my sentences have such a massive impact! Thank you!

[@enriquecruz9839]

I'm applying this definitely, we use to think that saying more or beating around the bush is gonna help us in contrast you say it right customers are different personalities whereas there are callers who need more emphatic phrases or more explanation there are callers who just need information as concise as posible without adding too much, you can tell as well on their voice, I just chop chop while delivering information. I wish I could see further video of yours addressing More positive statements and how to sound confident when positioning the solution to customers.

[@dwaynetvofficialph8810]

This video is helpful. Been struggling to lower down my AHT. I admit, I tend to over talk, beat around the bush, and use unnecessary phrases. Profiling customers (ex. Classifying whether he/she is analytical or expressive type of customers is important),that way you can tailor fit your response more effectively. Your wordy and lengthy empathy on your first call might be different on the second one. By saying “Thanks. Let me help you with that!” Is already a powerful empathy!

[@pola406]

I remember when I still used to work as a tech support under a telco account... They don't allow you to be transactional at all. You still need to follow the action plan even though your customer is already in a hurry, which results to customer getting annoyed. I would always receive a "yeah yeah, just get to the point will ya" reply from them. And personally, I really don't think that it is necessary to always follow the action plan. And also that small talk, omg. They always want us to be conversational when it's obvious that the customer only wants their phone to be fixed.

[@markuchiha7737]

Ayoko talaga nyang hayup na script nayan nakakainis

[@LuisTorres-vc6bq]

that's the tricky part, I remember being rejected once because I said that great customer service is being fast if the cx wants you to be fast xd

[@zalgohecomes5470]

I study more for this than my actual exams.

[@angelajoytalavera1227]

same😭

[@shhh6385]

Lmao same.

[@queenanntembrevilla5272]

Same 🥲

[@anamfarooqui3795]

Same 😥

[@josselinruiz4303]

I'm in the same place :c

[@leonardobuna5522]

Im on my 4th week as a call center agent. I was able to pass the training and nesting as well. And that was not possible with out the help of this pretty miss Candice. I started my journey by just watching her videos on how to pass the interview for call center applicants. And then it happens that I got the nerve to apply for a BPO industry and her videos really helped me out to where am I now. Thanks to you miss Candice ❤️.

[@ryangarcia2046]

It's going to be my training next week. This industry is a breath of fresh air to me. I am lucky to have your videos. I've been trying to absorb your pre-training here. Not to mention, the call flow they are very useful. If I do it right, might land the job. Wish me luck! Thanks much.

[@luozheng2489]

Am almost a year now as a tech supp in where AHT doesn't matter, I've been thinking applying different company and worried about my usual AHT so thank you for this.

[@khushdar8461]

Awesome video. So precise on how you could deal with a rushed up conversation.

[@rinalynbuan]

This video gives me the confidence I need to be ready as a future call center agent. I hope there are more videos for us newbies because this one has helped me understand AHT and how to handle it a lot better. RIB CCS NC II Batch 16 Mr. Gray

[@hexafus]

I always sucked at this! Thanks for the tips!

[@spikeoggyspikeoggy3346]

Hi. Candice, right? I am so glad I found your KZbin channel. So many helpful tips. Actually, they didn't taught all these during the training. Anyway, what's important is I found you and you are helping me a lot 😊. Thank you so much. Please stay safe always.

[@teresitagarcia1839]

All your videos are very helpful to all newbies and also even the pioneer!thank and keep it up!

[@sweetkristinarey2509]

Easier said than done especially when you’re in the Escalations team 😩 it’s like already dead end. Everyday is very stressful when you’re dealing w/ difficult customers who think they know better than the Supervisors, saying things like “You dont understand me at all” and “Are you saying that Im stupid because I dont know about your policy “ .. Those type of people who dont want to give up , very demanding, feeling entitled and they think they’re always right.. and never want to admit that they are in the wrong 🥺🥺🥺😰😰 ..

[@vielleheartsville7421]

Definitely, escallations? It sucks.

[@karenjoyorbita4529]

Feel you 😢

[@begyjohn]

Hello Sheena, Congratulations. You have demonstrated very well about AHT and ways to reduce it. Keep uploading more content which helps a lot of newbies in Call center industry.

[@rockykim7538]

Girl, you’re such a life saver. ❤️

[@BurntPopcorns]

TY!!! My managers have no helpful tips ..this helps!!

[@JasminaaaSingh]

Looking forward to this! Thanks

[@Keepyoursoulinspired]

Hi Candice 😘. I look up to you as my mentor. I strongly admire your knowledge in bpo. Thanks for sharing it with us 😊😊😊

[@raynaldo2232]

Thank you Candice for the Learning skills for a job interview. I got hired from your help. I will start on July 4.

[@RhenhartLosaria]

Thank you for this video, I've learned a lot

[@alizalironthso7241]

Thanks I'm learning everyday

[@bunnyboo975]

Thank you 😊 in dire need of tips!!

[@abegailderamos7171]

This video help me to know more about AHT and how to lower it. Thank you so much Ms. For this lessjn and now I also learned that empathy is not always expressed by words but in action also. AMD CCS NCII BATCH 23 MR. WILZON ORTIZ

[@honeyblood3977]

Hi Miss Sheina! Could you also do a video about note taking tips while on call? Thank you so much. I love your content!

[@cherylcolar668]

Thank ypu for this video. Thank you for sharing the tips on how to reduce AHT. I really love the way you explain each detail. COC CCS NC ll Batch 16 Mr. Gray

[@mishellparedes7681]

Am starting calls today so thank you so much 😊 am listening while getting ready my AHT is actually 3 minutes

[@nickflores9647]

Watching this right now since I'm in the situation where I put a pressure to myself to lessen my AHT 😭😭 Thank you for this video! 🙏🏻

[@annalietampus5141]

Will apply this, thanks! 😊

[@kikimi]

hii, can you give some tips in regards to how to handle anxiety? thank youu

[@ShelMilitante-po7hh]

Thank you this is really helpful..

[@jersydam2144]

Pls next "Positioning Statement" for delivering empathy ownership and assurance

[@gracedeleon2125]

I waiting for this. Thanks for the tips. 😃😍🥰😁😊

[@gheasoloverez2013]

so i was taking my break and I’m so frustrated with my high aht as of the moment,, then I go to KZbin and found your video! Thank you so much.. it’s really a big big help!

[@kpopislife419]

only works if you have a good supervisor. I always meet all my kpi's except aht, i always have that 1 or 2 long calls mostly because my sup is too slow to process work orders and other things she/he has to do on her end and let me put the cx on hold instead of taking over the call as they are required to do at that point. You always have those sups that are afraid or try to avoid sup calls and then call you out if you have a long call because you did their job.

[@KelvinShowTV]

Very helpful !!!!!!!! Thanks!!!

[@marianvenzon237]

thanks for the tip… ‘tis will help us all

[@rosalindagalicia1151]

Thank u for the video yhat you shared , because I understood better and had a good knowledge about AHT

[@sharonbautista4322]

Hello Kwestyon Thank you for the tips on how to reduce AHT. This video will help the applicants in the call centers. SQB CCS NCII Batch 14 Mr. Wilson De Leon Ortiz

[@jeffreybautista494]

These are great tips

[@Saoirse_0380]

Thank you for this video. Time is indeed important for customers too. I agree that we need to make our statements short but impacting and complete. No need for flowery words. I indeed learned from this video more even though I already I have a call center experience. :) CMMM CCS NC II Batch 11 Mr. Wilson Ortiz

[@emarietolentino1296]

Hello Kwestyon! this is really helps me a lot about AHT and also how to handling with it, hoping for more video for us beginners thank you ! EST CCS NC II Batch 21 Mr.Gray

[@lizatanate8807]

Hi Kwestyon! I appreciate the video,it taught me a lot STC CCS NC II Batch 3 Mr Gray

[@jimmydithnacase5590]

Thank you for sharing this very useful information. This really helps me a lot. Please continue to spread this information to inspire more people and boost our confidence. God bless. JGN CCS NCII Batch 4 Mr. Gray

[@VenomaxGameplay]

This help me a lot. My low score on kpi is aht which my tc and I both discussing about. Because Im too wordy. Thankie

[@joannacamillebersosa5452]

Hi Kwestyon! I appreciate this video and learned a lot from it STC CCS NC II Batch 3 Mr. Gray

[@1matim]

thanks, good video

[@triviaespectacion5551]

I learned and understand the AHT more. This is very detailed and explain well thankyou for sharing this. Its help me a lot. GOD BLESS TVE CCS-NCII BATCH 16 MR. GRAY

[@hasuladventure12]

Helpful thank you😊😊

[@nhenz2161]

Hi Sheena, thanks for explaining AHT. Newbies would definitely apply this to BPO industry. All your videos are awesome, and helpful especially to those who are seeking more knowledge as call center agent. NEC CCS NCII Batch 11 Mr. Wilson De Leon Ortiz

[@ynaorielmelano8432]

Thank you Ms. Sheena for this detailed and informative video. I learned a lot of techniques on how to reduce AHT. I hope I can use all the knowledge I gain to my future endeavors. FOM CCS NCII Batch 23 Mr. Wilson De leon Ortiz

[@lizatanate8807]

Hi Kwestyon, your video is a good learning material. Kudos! LSJ CCS NC II Batch 3 Mr. Gray

[@noriezza9991]

Done watching thanks

[@juamaetimajo9274]

thank you for this JBT CCS NCII Batch 22 Mr Wilson De leon Ortiz

[@richaragones1111]

Thank you for this video. It's a great help to aspiring call center worker. RRA CCS NC II Batch 14 Mr. Wilson De Leon Ortiz

[@Jmdsdo]

Naintindihan ko na bakit ‘dami mong ebas’ feedback sakin ni TL hahaha. Thankyou po.

[@honeybunnybunny1958]

Thank you 😭

[@thessaysay5895]

Thank you for the tips, your videos are all very helpful. MTJB CCS NCII Batch 14 Mr. Wilson Ortiz

[@shielamaysilvosa3185]

Hi Kwestyon! Thank you for this useful video. This really helps me a lot. SMS CCS NC II Batch 21 Mr. Gray

[@ma.banilyndado2609]

Hi Kwestyon! Thank you for the tips.. All your videos are very helpful and informative.. MBCD CCS NCII Batch 14 Mr. Wilson Ortiz

[@husseyni244]

Thanks for the tips, how can I balance good service with low AHT for solutions which seem impossible if I work for a company that discourages calling customers back?

[@jenneferinocencio560]

Hi Ms. Sheena, I really love your videos they help me a lot. I am one of your loyal subscriber. I downloaded almost all of your videos as a guide for my call center journey. Please make a video how to handle a floating status or reprofiling. Do we need to wait for our company to give us another account or we should apply to a different company. Your advise will be much appreciated. Thanks.

[@chellastation]

One of the biggest problems I run into, even with fast customers, is closing the call. I know what my company requires of me, and I know the customer just wants to get their answer and rush off the call. However, myself and my other colleagues have reported to our company on how difficult it is just close the call. Our bonuses does not just depend on how the call was handled, but how many survey's we get with each call. The company I work for just started this in the middle of last year, and we are not happy because we know there is fast customers. Most of do depend on the bonus to live, especially with the after effects of Covid. I do ask for the customers that are calm to take the survey, but when I ask the fast customers, it does depend on them whether they can make time or not. I like dealing with the fast callers, but I don't want to be punished just because the customer understandably cannot take a long call.

[@Kwestyon]

I guess cc companies impose these rules to be more memorable to their customers. But in reality, all they're really doing is annoying them. There must be other ways.

[@chellastation]

@@Kwestyon Exactly. I can completely understand our company wants to know if everything is running smoothly. One of the parts I like is that we can take down feedback for the customer and send it to the proper department. Sometimes our QA will have mixed the feedback with us and with our company to make it feel like we our not good on the calls. That is why I started to watch your videos (recommended by google) to see what I can do to improve or do better.

[@brandyvargas6621]

I have learned so much from your tips on how to lower the AHT. Thank you for sharing this video. BRV CCS NC Batch 22 Wilson De Leon Ortiz

[@markjohnhabulan9645]

Thank u so much. Hope I can be ablr to apply it on my future career in call center. MJPH CCS NCII Batch 6 Mr Gray

[@bernardolagnitonjr7851]

I never did a call bAck in my career in the BPO industry. so I learn to resolve the issue on the call.

[@cezcg1599]

Daghan slamat po sa imo info. damo ako nsasayuran.. Plsss. pede more pa po.. balak ko po kc apply.. Daghan slamat.

[@maetadle8530]

Thank you ateee 💕😇

[@analynlapidez5367]

Yung parang series sa netflix ko pong pinapanood mga vdeos mo Ms.Sheina😅..I used to work then sa BPO for almost 2 yrs.and i think never ko pa napasa AHT ko😆😅😅.kaloka !! This is really helpful since I am planning to go back sa bpo rin. Thank u Ms. For this very informative vdeo.😍😊😊

[@epicunnie348]

Thank you for making this video! This video taught me a great deal more. I learnt a variety of ways for dealing with and reducing client stress. You explain things to us in a very straightforward and understanding manner. JCM CCS NCII BATCH 16 Mr. Marlon Gray P. Zaragosa

[@bluegirl4190]

Hi , can ask if how to reduce the fcr and awc in a call. Can you also help us with the positive script for a call. Im really newbie to the bpo world. thank you 😊

[@angelonmarjdelacruz699]

Thank you for this video. ALD CCS NCII Mr. Gray zaragosa

[@ambercarlson6606]

I'm going to try to use much as possible. My worst area aht transfer rate good and productivity is good I always struggle with aht

[@loveyourself1151]

Hello im the new subscriber here on your channel i wish one day to be a call center agent ..

[@sharmainegarcia8510]

Hi Ma’am Sheina, your videos are very helpful and informative! Thank you for the tips ❤️ As an aspiring call center agent this helps me be ready and confident. Thank youuu SAG CCS NC II Batch 23 Mr. Wilson De Leon Ortiz

[@minaru3661]

Very helpful video taas ng AHT ko e. Sana meron din video on how to manage hold time haha meron ba nun?

[@leuryferminfigueroarodrigu7181]

Great

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[@aakashbutke]

Love from warje,pune, maharashtra, india

[@zellanbernardo4292]

Thank you for this video. It helps a lot soecially on how to handle the customer ZLB CCS NCII Batch 22 MR. WILSON DE LEIN ORTIZ

[@nezukokamado8513]

Hi please do a video on how to fix f, p, b and v pronounciation. Thank you in advance and more power for your channel!!!!

[@raicyceprine8953]

Hi candice! (I'm not sure if that's really your name😂) I think talking about the response "No" and "none" will be a good topic for your content since I just noticed when I attended a virtual hiring, most of the applicants that I'm with always answers with "no" but never "none". I kind of feel bothered since these are pre-screening questions and I'm quite confident that the word "none" is better to use rather than "no" Anyway this is just a suggestion and maybe you already made a video about this.

[@josefhinesalamanca4496]

Hi, thank you for sharing this video. Its a great and useful to us. JDS CCS NCII Batch 11 Mr. Wilson Ortiz

[@mrjuanalvarez]

AHT /CTI average handle time; customer time invested. Is very hard for me. Im 35 and doing the same job for almost 10 years. Glad i no longer wk there. 😊

[@markuchiha7737]

Dito ko mabilis e sa sobrang bilis wala na empathy and recap whatsoever straight to the point and done anything else and closing spiel tapos. Hahaha. Pag alam mona talaga process wala kana pake sa script nayan kaya mga call ko tl less 5 mins tapos na.

[@vanesajaneolarte3027]

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[@joshuaho6359]

This was my usual technique when it comes to this kind of call.

[@bernardolagnitonjr7851]

i have learn to control my AHT what i do is to listen and you study the process well if you are a newbie .

[@rochelleclavero1620]

Hi! Thank you for sharing the tips on how to reduce AHT! I really love the way you explain each detail... Hopefully,I will use this when I am start working as a call center agent...☺️ RCC CCS NCII BATCH 23 MR.WILSON DE LEON ORTIZ

[@bigayangabrielmatthew2537]

Hi Ms. Sheena Thanks so much for this ive been Struggling with my AHT can I request a video about Effective Sales pitch?

[@liezldomengiano4488]

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[@johnivanbenitez7091]

Kudos👏🤗😍🌃🧸

[@janicelaodenio6455]

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[@kimberly-annrogel3785]

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HI KWESTYON!☺️ THANK YOU FOR THIS USEFUL VIDEO, THIS REALLY HELPS ME A LOT. A.Z.E CCS NC II BATCH II MR. WILSON DE LEON ORTIZ

[@roseanncorbi1842]

New subscriber here.

[@johannahcusi8464]

Marathonnnnn tagal ko pong di nakanood ng mga videos mo . Napaka informative talaga ng mga vids mo po ateee ❤❤

[@amazingtimes3458]

English honey

[@cogitoergosum388]

Excellencent !!! To much Info.

[@johnfrederickudtujan8337]

Can you also do a video about UK customers?

[@arch.l.a.deleon445]

Thanks very helpful thoughts, can't help this "F" up 9:15 😁 frustrated I supposed.