How Telephone Answering Companies can reduce their Average Handle Time (AHT)

In the competitive world of customer service, reducing Average Handle Time (AHT) is critical for telephone answering companies to deliver fast, efficient support while keeping costs down. AHT consists of three main components:

1. Length of Call: The time spent speaking to the customer.

2. Hold Time: The time customers are placed on hold.

3. After-Call Work (ACW): The time spent by agents completing tasks after the call ends.

While improvements in call and hold time often require operational changes, advancements in Artificial Intelligence (AI) now offer an innovative way to streamline after-call work—the most tedious yet crucial part of AHT.

Tackling After-Call Work with Echo AI's Auto Reports

Echo AI’s Auto Reports is transforming how agents handle after-call work. Instead of manually summarising calls and entering data into CRMs or forms, Auto Reports automates these tasks with:

• Real-Time Transcriptions: Every conversation is captured with precision, eliminating the need for manual note-taking.

• Automatic Summarisations: Key details are extracted and turned into comprehensive summaries.

• CRM Sync: Data is automatically pushed into your systems, saving time and ensuring accuracy.

This automation reduces ACW drastically, enabling agents to focus on their next call instead of being bogged down by post-call admin.

Beyond Speed: Added Benefits of Auto Reports

While reducing ACW is a key benefit, Auto Reports offers additional advantages:

• Enhanced Accuracy: Eliminates grammatical errors and ensures important details aren’t missed.

• Comprehensive Context: Summaries include not just basic contact details but also valuable insights from the call.

• Agent Confidence: Real-time transcription gives agents a chance to verify what they’ve heard, reducing misunderstandings.

• Improved Customer Experience: Faster wrap-up times mean quicker follow-ups and resolutions for customers.

The Bottom Line

By focusing on automating after-call work, Echo AI empowers telephone answering companies to achieve faster AHT without compromising the quality of service. With tools like Auto Reports, agents work smarter, not harder, ensuring seamless operations and satisfied customers.

Ready to claw back some time? Book a demo with Echo AI today.