Reducing Average Handle Time (AHT) has long been seen as a way to cut costs in contact centres.
But when done carelessly, this metric can backfire, leading to rushed conversations, unresolved problems, unnecessary transfers, and repeat contacts.
These are exactly the kinds of experiences that frustrate customers and erode satisfaction scores.
To find out more, we asked Adam Hutchinson, Business Analyst at CallMiner, to explain how contact centres can improve CSAT, looking at how rushed interactions lead to unresolved problems and unnecessary transfers.
Video: Improve CSAT: Rushed Interactions Lead to Unresolved Problems and Unnecessary Transfers
Watch the video below to hear Adam explain how rushed interactions lead to unresolved problems and unnecessary transfers, and fixing this improves CSAT:
With thanks to Adam Hutchinson, Business Analyst at CallMiner, for contributing to this video.
This video was originally published in our article ‘Quick Wins to Improve Your C-Sat Scores’
3 Ways to Improve Customer Satisfaction
Rather than focusing on cutting conversation times, aim to make every interaction count, as Adam explains:
“Now while reducing Average Handle Time (AHT) might save costs, it doesn’t always improve satisfaction, especially if rushed interactions lead to unresolved problems, unnecessary transfers, or repeat contacts.”
1. Focus on Real-Time Agent Support, Not Just Speed
To create better outcomes for your customers, your agents need to be equipped to succeed in the moment, not just encouraged to wrap up calls quickly.
- Empower agents with real-time guidance such as next-best-action suggestions and dynamic prompts tailored to the context of the conversation.
- Surface relevant knowledge base content instantly so agents can quickly provide accurate and helpful answers.
- Automate repetitive tasks to free up agents’ time for more complex, meaningful customer interactions.
When agents have the right tools and information at their fingertips, they spend less time transferring calls or repeating questions, and more time resolving the issue completely on the first try.
“To boost your customer satisfaction scores, it’s best to focus on equipping agents with real-time guidance to support resolving issues in the moment.
By equipping agents with the next-best action, recommendations, access to knowledge-based content, and more, this reduces the need for lengthy transfers and repetitive conversations. It creates a smoother customer experience and delivers outcomes.”
2. Leverage Omnichannel Interaction Analysis
Improving satisfaction means understanding what’s really going wrong – and that insight often lies in the data you’re already collecting.
- Analyse interactions across all channels (voice, chat, email, social) to identify friction points and recurring problems.
- Look for patterns like repeat contacts, long hold times, or process gaps that delay resolution.
- Pinpoint training opportunities where agents may need more support or where workflows can be improved.
This kind of root cause analysis goes beyond surface metrics to reveal the systemic issues behind dissatisfaction. And once identified, these insights provide a clear path to operational improvements.
“Now another way to improve customer satisfaction is by analysing interactions across all channels, allowing you to uncover the root causes behind repeated calls or delays.”
3. Create a Smoother Experience That Drives Loyalty
When you combine real-time agent enablement with insight-led process improvement, the result is a better, more consistent customer experience:
- Fewer transfers.
- Faster resolutions.
- Higher first contact resolution.
- Reduced frustration, for both customers and agents.
These aren’t just efficiency wins, they’re the key ingredients to higher satisfaction and stronger long-term loyalty.
“Whether it’s a process hiccup or an area where agents need extra coaching, by taking action on these insights you’ll streamline the experience and leave your customer happier, loyal, and satisfied.”
If you are looking for more great insights from the experts, check out these next:
- 3 Broken CX Processes and How to Fix Them
- How AI Empowers Agents for Better CX
- How to Spot and Solve Common Customer Issues
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 18th Sep 2025
Read more about - Video, CallMiner, Customer Satisfaction (CSAT), Videos
