SPi CRM Reduces Average Handle Time for Voice Tech Support

SPi CRM Reduces Average Handle Time for Voice Tech Support

By analyzing call recordings, entries into the CRM system, and personally observing agent activities on the floor, SPi Global’s quality team identified the root causes of high AHT: Agents are multitasking on many devices and not focused on the call, lack of product and promotion-specific training, and limited agent familiarity with cables and input sources. All of these causes were quickly addressed.

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