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

[@ikatmax]

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

[@razeldoriman185]

I'm on my 90 days now, soon to be regularized, every time I want to know more about my job in BPO it's always your video that I look into ❤ thanks always

[@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!

[@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 ❤️.

[@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.

[@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

[@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! 🙏🏻

[@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.

[@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

[@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

[@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.

[@khushdar8461]

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

[@hexafus]

I always sucked at this! Thanks for the tips!

[@ivanrubio8724]

Great video! I wish I would've watched this while still working at my last job. I'm from the states, but even here I was under the impression that in order to provide polite customer service I had to use formal speech (At least that's what the customer service training videos show you).

[@teresitagarcia1839]

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

[@mishellparedes7681]

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

[@danielvete2276]

Hello! I'd like to share that most of the times I use your videos on our online platform content for our agents for Tips. I appreciate your videos and more power in creating those. :)

[@Keepyoursoulinspired]

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

[@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!

[@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

[@BurntPopcorns]

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

[@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!

[@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.

[@kikimi]

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

[@lenynunez7665]

yeah, the example of the calls are way different and the issue with this is, you can lower ur AHT but at the same time you are impacting your QA cause "they say" you have to use emphaty and they gonna give you a red flag on this call. somehing that ive learned is that you need to sacrify either AHT or QA once you are in a process. this apply for everything in a call center

[@Jmdsdo]

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

[@raynaldo2232]

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

[@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

[@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

[@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

[@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 .

[@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

[@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.

[@bernardolagnitonjr7851]

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

[@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

[@Fittedtobeholy]

Great pointers. Thank you

[@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 🥺🥺🥺😰😰 ..

[@elviajedevida]

Definitely, escallations? It sucks.

[@karenjoyorbita4529]

Feel you 😢

[@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

[@cezcg1599]

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

[@JasminaaaSingh]

Looking forward to this! Thanks

[@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.😍😊😊

[@jersydam2144]

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

[@RhenhartLosaria]

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

[@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.

[@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?

[@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. 😊

[@rosalindagalicia1151]

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

[@alizalironthso7241]

Thanks I'm learning everyday

[@flapjap]

miss sheen thank you for yhe advices. i really nees this tips right now to work my with my aht. as i long as i i want to apply all of this but there are some tips that i cant. kasi takot ako macall out and sa validation process pa lav

[@flapjap]

lang* umaabot na ng 2-3 mins hayy

[@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

[@annalietampus5141]

Will apply this, thanks! 😊

[@ShelMilitante-po7hh]

Thank you this is really helpful..

[@rosienanuco5352]

How to lower the aht shorten the emphaty,dont ask unnecessary questions,less talk just direct to the point and switch to reso

[@marianvenzon237]

thanks for the tip… ‘tis will help us all

[@johannahcusi8464]

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

[@amazingtimes3458]

English honey

[@bunnyboo975]

Thank you 😊 in dire need of tips!!

[@danygram1]

A company just fired me because of my AHT, they didn't even warning me and I was in training time 😢. I was in a chat campaign assisting 2 chats at a time and it wasn't that hard but the average handle time for interaction was 10 minutes, I feel too devastated because they didn't give me a feedback about my performance and just fired me that way , it really hurts 🤕

[@lizatanate8807]

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

[@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

[@gracedeleon2125]

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

[@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

[@joannacamillebersosa5452]

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

[@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

[@bernardolagnitonjr7851]

in the old times the number of calls that I been receiving 80 call per day. 50 is to small number of call.

[@juamaetimajo9274]

thank you for this JBT CCS NCII Batch 22 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?

[@raybest2805]

How can I lower my ahd with a sale? I got counciled about that even tho it was a sale💀 technically my ahd’s are high when I’m selling I thought that would be a pass ya know..

[@raybest2805]

One sale took me exactly 2 hrs!! But customer told me if I could help him get in his emails he would add another line to his plan I had to call him back after talking 45 mins! Finally used my TL’s yahoo app on her phone as a guide to help him, I was successful, also got the sale😊

[@yeisontapias8605]

It depends of each product on sale and also your experience time handling aplicatives i think. Sorry for my gramatical issues

[@lizatanate8807]

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

[@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

[@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!!!!

[@rockykim7538]

Girl, you’re such a life saver. ❤️

[@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

[@joshuaho6359]

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

[@simplyg1759]

What if calling back the customer is not allowed?

[@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

[@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

[@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.

[@erynemarcelo277]

I'm still curious about your workmate's "on-call laugh". How does it sounds like my awkward as$ just gotta know.

[@mikasatheweebexplorer]

Please make some bank related mock calls. Related to credit bank.

[@Kwestyon]

I'm already creating one. Will probably upload it next month. :)

[@arch.l.a.deleon445]

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

[@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.

[@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

[@David-qy2fd]

Hang up the calls is the best way to do so...

[@k.cdramas401]

hi kwestyon are you also the voice of customer?

[@jeffreybautista494]

These are great tips

[@Alexcells055]

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

[@loveyourself1151]

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

[@KelvinShowTV]

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

[@noriezza9991]

Done watching thanks

[@andreinatrigos8707]

I struggle giving information to the Customer, i can't seem to remember the information Even If i am in the company for 5 months already, is that normal?

[@1matim]

thanks, good video

[@kimberly-annrogel3785]

Hi! miss kwestyon, thank you for this useful video😊 I've learned a lot and its very helpful for me, before i go started to apply to bpo industry, thank you ma'am MMF CCS NC|| BATCH 11 Mr. Wilson de leon Ortiz

[@LateralRaheem]

I always use "upon checking" even though I know it sounds annoying 😂😂 it is what it is

[@shielamaysilvosa3185]

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

[@thessaysay5895]

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

[@anecitaplando2655]

Hi good day ! Are we allowed to hang up the call after we given already the solution and closing remarks for a call .?

[@Kwestyon]

Yes. I don't see why not. :) The QA will see that you're the one who hung up but hey, you got nothing to hide.

[@janicelaodenio6455]

Thank you for this video, another useful specially for the aspiring and newbie CCA. JEL CCS NC II BATCH 11 MR. WILSON ORTIZ

[@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