Decrease operational costs by optimizing handle time
    Boost customer experience by rapidly resolving issues
    Identify and improve inefficient processes and procedures
 
Delivering the Insights Needed to Optimize Call Handling

Labor costs in contact centers typically make up as much as 80% of a contact center’s operating costs, thus a reduction in call duration without sacrificing the customer experience impacts the bottom-line immediately. Many factors can lead to increased average handle time (AHT) including skill and knowledge gaps, inefficient and outdated procedures, long hold times, unnecessary transfers, the introduction of new products or services and new IT applications or enterprise infrastructure changes.

VPI’s Handle Time Optimization solution helps your managers rapidly identify the root causes of inefficient call handling and immediately identify the key opportunities for skill development in three powerful ways:

  Call Flow Analysis
  Call Type Analysis
  Call Handling Process Analysis
The VPI Handle Time Optimization solution accurately determines why customers are calling, detects which types of calls monopolize the most of your resources, uncovers outdated and ineffective policies and processes that are driving up the overall handle time, and discovers opportunities to reduce the duration of those lengthy calls and recommends targeted tactics and strategies to reduce the overall handle time while ensuring that customer satisfaction is not adversely impacted.
Call Flow Analysis
The VPI solution also identifies and helps you analyze the root cause of long handle times and multiple and unnecessary transfers.
Call Type Analysis
VPI Fact Finder desktop screen analytics tool has the ability to monitor employee desktop applications to determine the type of call based on application screens entered or reason codes selected by the agent. Armed with this information, calls are then automatically classified for further analysis via interactive reports, precision quality monitoring, and coaching targeted on employee skill gaps.
Call Handling Process Analysis
VPI Fact Finder also has the ability to identify the beginning and end of key segments within the call handling process – including case start/end, order start/end, account start/end, etc. – based on screens and fields within applications accessed by your agents. AHT within critical or repetitive call handling processes such as account verification, account updates, payment processing and after call work can then be measured, analyzed and improved via targeted coaching and notifications.
 
Powerful Tools and Actions Drive Optimal Handle Time Improvements
VPI Fact Finder also has the ability to identify the beginning and end of key segments within the call handling process – including case start/end, order start/end, account start/end, etc. – based on screens and fields within applications accessed by your agents. AHT within critical or repetitive call handling processes such as account verification, account updates, payment processing and after call work can then be measured, analyzed and improved via targeted coaching and notifications.
  Distribution of key FCR metrics to employee desktop tickers and personalized Web dashboard reports
  Delivery of repeat interactions for targeted quality monitoring and root cause analysis
  Assignment of targeted Coaching and eLearning content and quizzes to rapidly close skill gaps
  Targeted delivery of proactive, early warning alerts and notifications
  Flagging and sharing of best practice interactions for training
VPI EMPOWER Handle Time Trend Widget - Screenshot
Out-of-box handle time metrics for Number of Transfers, Talk Time, Wrap Time, and several others can be displayed in reports by organization, department, group, agent or call reason.

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Solution at a Glance
  • Eliminate unnecessary transfers and holds thereby improving the overall customer experience
  • Identify internal processes and policies that are broken or ineffective
  • Reduce operational costs including labor and technology costs
  • Helps to identify training opportunities, delivering targeted coaching to agents
  • Flags and shares best practice calls based on parameters you define

Download the PDF version of VPI's Handle Time Optimization Guide
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