5 ways to improve your agents’ call handling performance

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The phone remains the most popular way for customers to communicate with your business; therefore, it is vital that your customer support team is aware of your goals and given support to achieve them.

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Set targets

Work out the metrics that mean success to you, then make it clear to staff what their goals are. This may be handling all calls within a certain time, maintaining a certain level of feedback rating, or spending a particular amount of time on a call. When they are clear on what they will be judged on, staff can work towards these objectives. If you are not convinced that staff are following your KPIs, you could consider hiring a mystery shopper to put this to the test.


If you can’t answer all the calls at the same time, make sure you know which to prioritise. Major clients should be pushed to the head of the queue. If you run a support service, consider sending repeat callers straight to second line support staff – you want to reduce the number of repeat calls as much as possible and make sure their issues are resolved in as few conversations as possible.

Know your statistics

Making sure both you and your team know statistics at all times is vital. Use dedicated screens in prominent places in offices to show calls waiting, calls handled, the average call length and so on; even better, colour code the results to make it easy to see when the set targets are slipping.

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Use VOIP technology to lower costs

The use of wholesale VOIP termination services will enable you to provide a consistent service to customers around the world at a lower cost for both parties. When customers know they are not paying exorbitant amounts to contact you, they are more likely to stay on the line long enough for their issue or query to be satisfactorily resolved. More and more companies, such as idtexpress, are offering this service to businesses.

Manage peak periods

Finally, it is vital that you rota staff appropriately to manage call levels. The start of the business day is usually the busiest time for calls, which means your agents on the morning shift should be ready to go by 8.55am at the latest.

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