How Voice AI Reduces Call Handling Time by 40%
.svg)
Overview
Operations managers have faced significant challenges with long call handling times and growing customer dissatisfaction. Many companies have wanted to streamline their customer support process, reduce operational costs, and enhance overall service quality.
In response, some implemented Voice AI technology to optimise their calling operations. Within a few months, they achieved a 40% reduction in average call handling time, improving both efficiency and customer experience.
The Challenges
Customers frequently encountered delays when trying to reach agents, leading to longer wait times and growing frustration. This negatively impacted overall satisfaction levels, as prolonged hold times reduced the quality of the customer experience.
Calls were often misrouted to incorrect departments, resulting in inefficient handling and extended resolution times. This lack of accurate call routing caused delays and added to customer dissatisfaction.
Agents spent a considerable amount of time handling repetitive, manual tasks, which limited the time they could dedicate to more complex and value-driven interactions. This not only affected their productivity but also impacted the quality of service for customers requiring specialized assistance.
Prolonged call durations led to increased customer frustration, which, in turn, affected the company's reputation for delivering efficient and responsive customer service. The delays left customers feeling undervalued, potentially diminishing trust and loyalty to the brand.
Solution
Intelligently Route Calls
Using AI, calls were automatically directed to the appropriate department or agent based on the caller’s needs, reducing wait times and improving resolution speed.
Automate Routine Inquiries
Voice AI handled common inquiries and FAQs (e.g., account balance, service updates, troubleshooting) without requiring human intervention, allowing agents to focus on more complex issues.
Real-Time Support for Agents
The AI solution provided agents with real-time suggestions and knowledge base access during calls, enabling quicker resolutions without compromising quality.
Speech Analytics and Insights
The AI platforms tracking customer conversations to identify trends and bottlenecks in the call handling process, providing actionable insights for continuous improvement.
Results
-
40% Reduction in Average Call Handling Time: By automating routine tasks and improving call routing, they was able to handle calls more efficiently, reducing average handling time by 40%.
-
Improved Customer Satisfaction: Faster call resolutions led to shorter wait times and higher first-call resolution rates, boosting overall customer satisfaction scores.
-
Cost Savings: The AI system helped reduce the need for additional staffing during peak hours, resulting in significant cost savings without compromising service quality.
-
Enhanced Agent Productivity: With the AI taking over repetitive tasks, agents had more time to focus on complex issues, leading to higher employee satisfaction and reduced burnout.
Voice AI is improving the call centre industry by automating routine tasks, improving call routing, and enhancing agent productivity. Businesses' successful reduction of call handling time by 40% is a testament to the power of AI in transforming customer support operations. The company’s results demonstrate how integrating advanced technologies can not only reduce costs but also enhance the customer experience and improve service efficiency.
