Reducing Average Handling Time (AHT) is a top priority for contact centers looking to improve efficiency and customer satisfaction. Digital engagement and self-service tools are key to achieving this by allowing customers to quickly resolve issues on their own or with minimal agent assistance. Here’s how these tools help lower AHT and enhance operations.

1. Visual IVR: Streamlining Customer Navigation

Visual IVR is revolutionizing the way customers interact with contact centers. Unlike traditional voice-based IVR systems, where customers must listen to and navigate through voice menus, Visual IVR offers a graphical, touch-based experience on the customer’s mobile device.

Customers can quickly select the option that best suits their needs, such as billing inquiries, technical support, or plan changes. This reduces the back-and-forth conversation that often occurs with live agents, leading to faster issue resolution. Common issues that might have required speaking to an agent for several minutes can now be handled in a fraction of the time, leading to a reduction in AHT.

Key Benefits of Visual IVR:

• Faster navigation through simple, intuitive menus.
• Customers can resolve issues without waiting for an agent.
• Reduces miscommunication that can arise from voice-based systems.

2. Automated Self-Service: Empowering Customers

One of the most significant ways digital engagement tools reduce AHT is by enabling self-service. Today’s customers expect quick solutions, and self-service platforms allow them to handle routine tasks without speaking to an agent. Whether it’s paying a bill, troubleshooting technical issues, or scheduling a service, self-service capabilities empower customers to take control.

These tools not only cut down on the number of calls that require agent assistance but also speed up interactions for customers who do need help. When a customer can manage their issue through an automated system, the need for lengthy explanations or agent involvement diminishes.

Examples of Automated Self-Service:

• Checking account balances or usage.
• Upgrading or changing service plans.
• Resolving simple technical problems (e.g., resetting passwords or rebooting devices).

3. Proactive Digital Engagement: Reducing Unnecessary Calls

Proactive engagement involves contacting customers before they feel the need to reach out themselves. By using digital tools like automated SMS, email alerts, and push notifications, contact centers can keep customers informed about important updates such as service disruptions, billing issues, or maintenance schedules.

This proactive approach can significantly reduce inbound call volumes and the handling time associated with common inquiries. When customers receive real-time updates about their accounts or services, they are less likely to contact the call center, preventing issues before they even arise.

Key Benefits of Proactive Digital Engagement:

• Reduces call volume by addressing issues before they escalate.
• Customers feel informed and supported without needing to wait on hold.
• Lessens the need for agents to handle basic informational calls.

4. Intelligent Call Routing: Getting Customers to the Right Agent Faster

When customers do need to speak with an agent, intelligent call routing systems ensure they are connected to the right representative quickly. By leveraging customer data and AI-driven insights, calls are routed based on the customer’s needs, account history, and preferences.

This minimizes the time spent transferring calls between agents and helps resolve issues faster. Whether it’s directing customers to a specialized team or automating the identification of high-priority cases, intelligent routing reduces the time agents spend understanding and resolving customer issues, thus reducing AHT.

Intelligent Call Routing Features:

• Routes calls based on customer data, reducing the need for multiple transfers.
• Directs customers to the agent best equipped to handle their specific issue.
• Shortens the time agents spend gathering background information.

5. AI-Powered Chatbots: Real-Time Assistance without Agent Involvement

AI-powered chatbots have become an essential tool for modern contact centers. Available 24/7, chatbots can resolve a wide range of customer queries instantly. For common inquiries—like resetting a password, tracking orders, or troubleshooting basic problems—chatbots provide immediate assistance without the need for agent involvement.

For more complex issues, chatbots can gather preliminary information before escalating to a live agent, ensuring the agent has all the context they need to resolve the issue efficiently. This not only speeds up resolution times but also significantly reduces AHT by offloading simpler tasks to automated systems.

Chatbot Capabilities:

• Handle routine tasks like tracking, resetting, or account management.
• Gather essential information before escalating to a live agent.
• Provide 24/7 assistance, reducing call volume during peak hours.

Conclusion: Efficiency and Satisfaction through Digital Engagement

Reducing AHT is a critical goal for any contact center, but doing so without sacrificing customer satisfaction is a challenge. Digital engagement and self-service tools provide a solution by enabling customers to resolve their issues quickly and independently. With technologies like Visual IVR, automated self-service platforms, proactive outreach, intelligent routing, and AI-powered chatbots, contact centers can significantly reduce average handling time while still delivering exceptional service.

By embracing these technologies, contact centers across industries can streamline operations, improve customer satisfaction, and lower costs—all while minimizing the time agents spend on each call. The result? A more efficient contact center that’s better equipped to meet the demands of today’s digital-first customers.