Recorded Webinar: How to Knock 20 Seconds Off Your Average Handling Time

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We looked at what you can do to shave 20 seconds off your Average Handling Time.

In this webinar we looked at how you could save time on every call.


  • Introductions – Rachael Boynton, Call Centre Helper
  • Paul Weald
Webinar Slides: How to reduce AHT by Paul Weald

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  • Mike Murphy, Genesys
Webinar Slides: How to reduce AHT by Mike Murphy

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Topics to be discussed

  • Active listening
  • Signposting during a call
  • Controlling runaway talkers
  • Fast techniques to establish rapport with a caller
  • The role of technology
  • Screen Pops – putting details on the screen
  • Reducing call transfers
  • Cutting down on time to verify a caller
  • Top tips from the audience
  • Winning tip – “I have seen that companies more focused on Employee Satisfaction/Engagement, (with some companies striving to be a Great Place to work) AHT is lower because employees are focused on one goal – the customer, and not necessarily their individual stats. It eliminates situations where calls are rushed and reduces multiple callbacks” thanks to Amber5

Original Webinar date: January 2019

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This webinar was brought to you by Call Centre Helper and is sponsored by Genesys.

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