Average Handle Time: How to reduce yours and improve customer satisfaction!

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This tutorial provides techniques for call managment that, when used, can reduce Average Handle Time (AHT).

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  • This is the introduction screen of the wbt.

    A voiceover will welcome users to the wbt session. Users will have the option of muting the voiceover and reading through the text. The text will be available on the right hand side of each wbt. Once the audio is muted, the text box will pop out from the right hand side.

    The graphic above will slide in and rotate one time as the voiceover audio plays. This will engage visual and verbal learners.
  • This slide will contain a voiceover that will discuss the basic navigation of the tutorial. As the narrator discusses each button and it’s function, the button will display on the screen. The following is the sequence of the text, which describes the order in which the buttons become visible:

    To navigate through this course, there are four buttons to remember. The first button is the pause/play button. This button will allow you to pause the tutorial and restart it as needed.

    Next, you’ll find the backward and forward buttons. These buttons allow you to move forward and backwards as needed.

    The fourth button controls the volume. Click on this button when you want to mute the audio narration for the tutorial. If you mute the narration, a tab will appear on the right hand side of the screen. When you click that tab, you will then be able to see the text that corresponds to the page you are viewing.

    As you go through this training, you will find instructions for which button to press, where to click, and what to do to navigate to the next activity. Don’t forget to read this text so that you’ll know what to do next!

    ***Each of these buttons are located on the bottom left hand side of the screen, horizontally arranged. They may also be vertically arranged on the far left hand side of the screen if this is more visually appropriate for the design of the page. Either button arrangement option will be on all subsequent pages within the tutorial. For the purpose of the storyboard, they will not be displayed.
  • A narrator will read the text on this page, which describes the learning goal.

    As the narrator begins to read each section of text, the check mark graphic will display next to the text, signifying what is being read.
  • The narrator will read the directions.

    Once the user clicks on the photo, the graphic will dissolve and the definition of AHT will appear.

    The narrator will then read the definition text, which is:

    Average Handle Time, or AHT for short, is the average amount of seconds it takes to assist a customer’s phone call. Your AHT is calculated by taking the length of number of calls you take, and finding the overall average.

    Keeping your AHT low is important because it helps to decrease the amount of time that our customers must wait on hold to speak to a banker. When customers don’t have to wait long, they are likely to be more satisfied with the service that you provide. When your customers are more satisfied with your service, they will give you higher scores on your Customer Satisfaction Survey…and higher scores can mean a bigger cash bonus for you!
  • This slide will display the information text, which provides examples of the various call management techniques that can be utilized. The narrator will read through each example.

    The directions will be displayed at the top of the screen.

    In order for the user to see the informational text, they will need to click on each of the graphics. Once each graphic is selected, it will dissolve into the text. Once the text is read by the narrator, it will move over to open space on the screen to begin the formulation of a text list.

    This storyboard only contains 3 examples of call management techniques. A total of up to 5 examples will be given, but it is important to space each of the graphics apart evenly and in an attractive way in order to not make the screen look cluttered and balance the “white space”.

    Here are the 3 techniques the narrator will read, that will then show as text on a bullet pointed list:

    One of the strategies that successful bankers like the most is to have all of the resources they need pulled up on their computer screen before they take calls each day so that they don’t have to waste time searching for information unnecessarily.
    The next technique is to ensure that you are actively listening to the customer. This means that you don’t ask them to repeat information because you’ve heard them provide it the first time, and that you’ve taken notes on what they were saying.
    You can also manage your calls by your My Customer skills to diffuse upset customer situations, ask appropriate probing questions, and offer the best solutions available to your customers.
  • This slide will display the information text, which provides examples of the various call management techniques that can be utilized.

    The narrator will read through each example once the user has clicked on the file icon.

    The directions will be displayed at the top of the screen.

    In order for the user to see the informational text, they will need to click on each of the file icons. Once each icon is selected, it will dissolve into the text. Once the text is read by the narrator, it will move over to open space on the screen to begin the formulation of a text list.

    A total of up to 5 examples will be given, but it is important to space each of the graphics apart evenly and in an attractive way in order to not make the screen look cluttered and balance the “white space”. This storyboard has been developed with all 5 techniques listed, but they are separated onto 2 slides to improve the appearance of the storyboard.

    Here are the 5 techniques the narrator will read, that will then show as text on a bullet pointed list:

    Using the speed dial tool in the Soft Phone system allows you to quickly contact the departments that you need to assist the customer.
    Asking for assistance from a supervisor can also help you to save time. Utilize your supervisor as a resource of knowledge if you can’t find the answer to your question in the VL or don’t know how to answer the customer’s inquiry.
  • The narrator will read the directions and informational text.

    Once the banker has pressed the play button, they will see a picture of the phone banker. Next to the picture will be the text of what the phone banker is saying.

    The user will then see a picture of a customer, along with the corresponding text of what they are saying during the call.

    As the dialogue between the banker and the customer plays, the facial expressions of both people will change slightly. This will help to provide the visual learner something to watch as they listen to the call recording. Stock photos of the same actor playing each role with varying facial responses will need to be acquired. The graphics listed here are examples only.

    An audio file will be in the form of an mp3 file. It will be a recording of actors playing the parts of the customer and the banker. Fictitious customer profile information will be used within these recordings to ensure customer privacy.

    Once the audio is finished, the user will be prompted to click on the hourglass graphic. This graphic will pulse slightly to indicate it needs to be selected. The user will then see the AHT for the phone call they just listened to in text format. The narrator will also read this information.
  • The narrator will read the directions on this slide.

    The user will drag the clock graphic to each box next to the techniques they believe answer the question of how to decrease the AHT for the call they’ve just listened to.

    The user will then be prompted to check their answers by clicking on the question mark. Correct answers will have a green check mark show up next to the techniques.
  • ***Note that the audio for this call will be of the same actors used in the previous recording. The dialogue will change based on the call management techniques the users have learned about being implemented within the call. The directions listed below duplicate those on the previous page (#6) in order to provide consistency within the design of the tutorial.

    The narrator will read the directions and informational text.

    Once the banker has pressed the play button, they will see a picture of the phone banker. Next to the picture will be the text of what the phone banker is saying.

    The user will then see a picture of a customer, along with the corresponding text of what they are saying during the call.

    As the dialogue between the banker and the customer plays, the facial expressions of both people will change slightly. This will help to provide the visual learner something to watch as they listen to the call recording. Stock photos of the same actor playing each role with varying facial responses will need to be acquired. The graphics listed here are examples only.

    An audio file will be in the form of an mp3 file. It will be a recording of actors playing the parts of the customer and the banker. Fictitious customer profile information will be used within these recordings to ensure customer privacy.

    Once the audio is finished, the user will be prompted to click on the hourglass graphic. This graphic will pulse slightly to indicate it needs to be selected. The user will then see the AHT for the phone call they just listened to in text format. The narrator will also read this information.
  • The narrator will read the text.

    Once the user clicks on each circle, a text box will pop open with the AHT goal description. They are provided on the storyboard to illustrate what that text should look like.
  • The narrator will read the directions listed on the screen.

    The picture of the banker will appear first, and the following text will appear next to the banker’s picture: Thank you for calling XYZ Bank, how may I assist you?

    The customer’s picture will pop up, and the following text will appear next to the customer’s picture: Hello my name is Mark Smith and I’m calling because I think that someone has stolen my checkbook. What should I do?

    The user will then be prompted to select the best banker response. There will be 2 responses available for the user to select next to the picture of the banker. If the user selects the correct response, the arrow on the right hand of the screen will point down, indicating that the AHT will decrease. If the user selects the incorrect response, the arrow will point upwards, indicating the AHT has increased. This pattern will repeat until the dialogue is complete.

    At the end of the assessment, the user will click be prompted by the narrator and pop up text to select the forward button in order to see what their AHT was for the call.
  • Once this page loads, the hands on the stopwatch will spin to attract the attention of the user. The user’s AHT for the assessment call will display in a text box above the stopwatch. Based on the AHT achieved, the background color of the text box will appear as follows:

    Green – 250 seconds or less
    Yellow – 250 to 300 seconds
    Red – 300 seconds or more

    The narrator will read the following message: Congratulations on finishing your first practice call! Take a look at the stopwatch to see what AHT you achieved. Look for your call feedback at the bottom of the screen. The narrator will not read through the call feedback.

    The user will then see the text box that displays their feedback for the call. Feedback will be based on which options the user selected and the overall AHT achieved. This storyboard only includes the Green version of the feedback in order to show how the information will display. The feedback will read as follows, based on the AHT level achieved:

    (For Green) – You selected the best choices to manage your call well. Taking notes, asking for help, organizing your computer screen windows, using your My Customer skills and asking probing questions allowed you to help your customer in an effective and efficient manner! Continue to practice to get your AHT down even more!

    (For Yellow) – You were very close to having an on target AHT! Next time, be sure to consider asking for help and utilizing your My Customer skills to decrease your AHT even further. Continue to practice to get your AHT down even more!

    (For Red) – Based on the way you handled the call, your AHT was high and that created a less than stellar experience for your customer. Next time, try to use the following techniques: Soft Phone, screen organization, note taking, and asking for help from a supervisor. Continue to practice to get your AHT down even more!

  • ***The user will complete this activity two more times, with a different banker and customer each time. The feedback process will also be the same (as seen on page #11) once they’ve completed the simulation.

    The narrator will read the directions listed on the screen.

    The picture of the banker will appear first, and the following text will appear next to the banker’s picture: Thank you for calling XYZ Bank, how may I assist you?

    The customer’s picture will pop up, and the following text will appear next to the customer’s picture: Hello my name is Mark Smith and I’m calling because I think that someone has stolen my checkbook. What should I do?

    The user will then be prompted to select the best banker response. There will be 2 responses available for the user to select next to the picture of the banker. If the user selects the correct response, the arrow on the right hand of the screen will point down, indicating that the AHT will decrease. If the user selects the incorrect response, the arrow will point upwards, indicating the AHT has increased. This pattern will repeat until the dialogue is complete.

    At the end of the assessment, the user will click be prompted by the narrator and pop up text to select the forward button in order to see what their AHT was for the call.
  • ***This is the example of the feedback screen for a Yellow score.

    Once this page loads, the hands on the stopwatch will spin to attract the attention of the user. The user’s AHT for the assessment call will display in a text box above the stopwatch. Based on the AHT achieved, the background color of the text box will appear as follows:

    Green – 250 seconds or less
    Yellow – 250 to 300 seconds
    Red – 300 seconds or more

    The narrator will read the following message: Congratulations on finishing your first practice call! Take a look at the stopwatch to see what AHT you achieved. Look for your call feedback at the bottom of the screen. The narrator will not read through the call feedback.

    The user will then see the text box that displays their feedback for the call. Feedback will be based on which options the user selected and the overall AHT achieved. This storyboard only includes the Green version of the feedback in order to show how the information will display. The feedback will read as follows, based on the AHT level achieved:

    (For Green) – You selected the best choices to manage your call well. Taking notes, asking for help, organizing your computer screen windows, using your My Customer skills and asking probing questions allowed you to help your customer in an effective and efficient manner! Continue to practice to get your AHT down even more!

    (For Yellow) – You were very close to having an on target AHT! Next time, be sure to consider asking for help and utilizing your My Customer skills to decrease your AHT even further. Continue to practice to get your AHT down even more!

    (For Red) – Based on the way you handled the call, your AHT was high and that created a less than stellar experience for your customer. Next time, try to use the following techniques: Soft Phone, screen organization, note taking, and asking for help from a supervisor. Continue to practice to get your AHT down even more!

  • ***This is the 3rd screen of the simulation.

    The narrator will read the directions listed on the screen.

    The picture of the banker will appear first, and the following text will appear next to the banker’s picture: Thank you for calling XYZ Bank, how may I assist you?

    The customer’s picture will pop up, and the following text will appear next to the customer’s picture: Hello my name is Mark Smith and I’m calling because I think that someone has stolen my checkbook. What should I do?

    The user will then be prompted to select the best banker response. There will be 2 responses available for the user to select next to the picture of the banker. If the user selects the correct response, the arrow on the right hand of the screen will point down, indicating that the AHT will decrease. If the user selects the incorrect response, the arrow will point upwards, indicating the AHT has increased. This pattern will repeat until the dialogue is complete.

    At the end of the assessment, the user will click be prompted by the narrator and pop up text to select the forward button in order to see what their AHT was for the call.
  • ***This is the example of the feedback screen for a Red score.

    Once this page loads, the hands on the stopwatch will spin to attract the attention of the user. The user’s AHT for the assessment call will display in a text box above the stopwatch. Based on the AHT achieved, the background color of the text box will appear as follows:

    Green – 250 seconds or less
    Yellow – 250 to 300 seconds
    Red – 300 seconds or more

    The narrator will read the following message: Congratulations on finishing your first practice call! Take a look at the stopwatch to see what AHT you achieved. Look for your call feedback at the bottom of the screen. The narrator will not read through the call feedback.

    The user will then see the text box that displays their feedback for the call. Feedback will be based on which options the user selected and the overall AHT achieved. This storyboard only includes the Green version of the feedback in order to show how the information will display. The feedback will read as follows, based on the AHT level achieved:

    (For Green) – You selected the best choices to manage your call well. Taking notes, asking for help, organizing your computer screen windows, using your My Customer skills and asking probing questions allowed you to help your customer in an effective and efficient manner! Continue to practice to get your AHT down even more!

    (For Yellow) – You were very close to having an on target AHT! Next time, be sure to consider asking for help and utilizing your My Customer skills to decrease your AHT even further. Continue to practice to get your AHT down even more!

    (For Red) – Based on the way you handled the call, your AHT was high and that created a less than stellar experience for your customer. Next time, try to use the following techniques: Soft Phone, screen organization, note taking, and asking for help from a supervisor. Continue to practice to get your AHT down even more!

  • Narrator reads this:

    You’ve learned and demonstrated how to reduce AHT by utilizing best practice techniques. These techniques will help you as you continue to take calls. Remember to use them, and you will find your AHT will drop steadily over time!


    The following text slides into the page as the narrator reads it:

    Decreases in your AHT will lead to better performance ratings, higher customer satisfaction scores, and ultimately better cash bonuses for you.

    Our customers rely on us to provide accurate and timely service. When you implement these strategies, you will be helping to meet these customer expectations!

    We are here because of our customers! When we keep them the focus of everything we do, it will help increase their loyalty to our business and expand our relationship with them.

    YOU CAN MAKE ALL OF THIS HAPPEN!

    The two graphics slide into the screen.

    The narrator reads the following information:

    Thank you for taking this web-based tutorial. Please exit the course by clicking on the red X at the top right hand corner of your screen to record your completion.

    The LMS will track the users’ score once they’ve properly closed this final window.

  • Average Handle Time: How to reduce yours and improve customer satisfaction!

    1. 1. How to reduce yours and improve customer satisfaction!
    2. 2. PAUSE / PLAY FORWARD / BACKWARD SOUND
    3. 3. The goal of this web based tutorial is to for bankers to decrease their Average Handle Time (AHT) when assisting our customers over the phone. You will apply your learned skills on simulated calls during this web based training course. You will continue to apply your call management skills on live customer phone calls after taking the web based training course.
    4. 4. Click on the picture to find the answer.
    5. 5. Click each file to view a strategy you can use to decrease your AHT. One of the strategies that successful bankers like the most is to have all of the resources they need pulled up on their computer screen before they take calls each day so that they don’t have to waste time searching for information unnecessarily. The next technique is to ensure that you are actively listening to the customer. This means that you don’t ask them to repeat information because you’ve heard them provide it the first time, and that you’ve taken notes on what they were saying. You can also manage your calls by your My Customer skills to diffuse upset customer situations, ask appropriate probing questions, and offer the best solutions available to your customers.
    6. 6. Click each file to view a strategy you can use to decrease your AHT. Using the speed dial tool in the Soft Phone system allows you to quickly contact the departments that you need to assist the customer. Asking for assistance from a supervisor can also help you to save time. Utilize your supervisor as a resource of knowledge if you can’t find the answer to your question in the VL or don’t know how to answer the customer’s inquiry.
    7. 7. Click the play button below to listen to a pre-recorded customer phone call. This call has a high AHT. You can will see the length of the call at the end of the recording. As you listen, think about what the banker could have done differently to decrease their AHT.
    8. 8. Select the techniques the banker could have used to decrease the AHT during the call. Drag the clock to the techniques you select.  Take notes  Ask probing questions  Ask the customer to repeat them self  Put the customer on hold and take a break  Use the My Customer skills  Put the customer on hold and ask for help
    9. 9. Click the play button below to listen to the same banker handling the same customer phone call. This time around, the AHT will be lower. As you listen, think about what call management techniques the banker used to decrease their AHT.
    10. 10.  Click on each circle below to view the description of your AHT goals. Remember that you want to achieve the lowest AHT possible during the next activity. 250 seconds or less 250-300 seconds 300 seconds or more
    11. 11.  Directions: Pick the response that best fits the conversation and helps to reduce the AHT for the call. Your goal is to earn a Green score for each simulation. You can retake each simulation if needed until you earn a green score.
    12. 12. X X seconds AHT You selected the best choices to manage your call well. Taking notes, asking for help, organizing your computer screen windows, using your My Customer skills and asking probing questions allowed you to help your customer in an effective and efficient manner! Continue to practice to get your AHT down even more!
    13. 13.  Directions: Pick the response that best fits the conversation and helps to reduce the AHT for the call. Your goal is to earn a Green score for each simulation. You can retake each simulation if needed until you earn a green score.
    14. 14. X X seconds AHT You were very close to having an on target AHT! Next time, be sure to consider asking for help and utilizing your My Customer skills to decrease your AHT even further. Continue to practice to get your AHT down even more!
    15. 15.  Directions: Pick the response that best fits the conversation and helps to reduce the AHT for the call. Your goal is to earn a Green score for each simulation. You can retake each simulation if needed until you earn a green score.
    16. 16. X X seconds AHT You were very close to having an on target AHT! Next time, be sure to consider asking for help and utilizing your My Customer skills to decrease your AHT even further. Continue to practice to get your AHT down even more!
    17. 17. Decreases in your AHT will lead to better performance ratings, higher customer satisfaction scores, and ultimately better cash bonuses for you. Our customers rely on us to provide accurate and timely service. When you implement these strategies, you will be helping to meet these customer expectations! We are here because of our customers! When we keep them the focus of everything we do, it will help increase their loyalty to our business and expand our relationship with them. YOU MAKE ALL OF THIS HAPPEN!

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