Reducing Average Handle Time (AHT) is a top priority for many contact centers handling large volumes of call center inbound calls. Lower AHT improves efficiency, reduces operational costs, and enables agents to serve more customers without compromising service quality.
However, many organisations focus only on agent behaviour when trying to reduce AHT. In reality, technology, automation, and payment processes play a major role in how quickly calls are resolved. By implementing the right call center technology, including secure payment systems and intelligent routing tools, contact centers can significantly reduce handle time, while maintaining a positive customer experience.
What AHT Means in Call Centers
Average Handle Time (AHT) measures the average length of a customer interaction, including:
- Talk time
- Hold time
- After-call work (ACW)
It is one of the most widely used performance metrics in contact centers because it directly reflects operational efficiency. High AHT can indicate issues such as inefficient processes, poor system integration, or complex workflows that slow agents down.
Reducing AHT does not mean rushing customers off the phone. Instead, it means removing friction from the interaction, allowing agents to resolve issues quickly and effectively.
4 Common Causes of High AHT
Before reducing AHT, it’s important to understand what causes it. Several operational and technology-related issues can significantly increase the time agents spend on each call.
1. Inefficient Call Routing:
If customers are routed to the wrong agent, calls often need to be transferred multiple times. This increases talk time and frustrates customers.
2. Manual Processes:
Agents often need to manually search for information, update systems, or process payments during a call. These activities add unnecessary time to the interaction.
3. Complex Payment Handling:
Payments handled directly by agents can significantly increase handle time. Agents may need to collect card details verbally, enter payment information manually, complete compliance checks, pause their call recording software, or verify payment details
Without the right call center payment solutions, this process can take several minutes and create compliance risks.
4. Lack of Self-Service Options:
When customers must speak to an agent for simple, repetitive tasks, such as making a payment or checking a balance, call volumes increase and AHT rises. Self-service options such as IVR payments or automated workflows can significantly reduce these interactions. (Source: CallBotics)
Using IVR and ACD to Reduce Handle Time
Two of the most effective technologies for improving call center efficiency are Interactive Voice Response (IVR) and Automatic Call Distribution (ACD).
IVR systems allow customers to interact with automated menus before reaching an agent. This can:
- Capture important information early in the call
- Direct customers to the right department
- Allow customers to complete simple tasks without agent assistance – such as making a payment
ACD technology routes incoming calls to the most appropriate agent based on skills, availability, or customer needs. This leads to:
- Fewer call transfers
- Faster issue resolution
- Reduced time spent identifying customer needs
By ensuring customers reach the right agent the first time, call centers can significantly reduce unnecessary talk time. (Source: Ameyo)
Automation and Self-Service Strategies
Automation is one of the most powerful ways to reduce AHT and improve customer experience, particularly in high-volume environments.
Self-Service Payment Options
Payment-related calls are often routine and repetitive. Instead of requiring an agent to handle these transactions, contact centers can implement a payment system that allows customers to make payments automatically.
Whether this be via a Secure Payment IVR, or Automated Payment links sent via email or SMS, these tools reduce the amount of time agents spend collecting payment information and completing transactions.
Speed Up Secure Call Center Payments
Security and compliance are critical when processing payments over the phone. Secure call center payments solutions allow customers to enter card details directly using their keypad or secure web interface. When customers are speaking to an agent, the right payment solution can automate reference lookups, remove the need to pause call recordings, and securely store card details for future payments.
This approach enables faster payment processing, reduces agent handling time, improves PCI compliance, and minimises human error, while card tokenisation can cut payment processing time by up to 80%.
IVR-Assisted Secure Payment Routing to Agents
Another powerful way to reduce AHT is by using IVR to identify and prepare payment calls before they reach an agent. The IVR captures key information, such as the reason for the call and securely initiates the payment process, before routing the customer to the appropriate agent.
When the call is connected, the agent already knows that the customer intends to make a payment, and the transaction is handled within a secure, compliant environment. This removes the need for agents to gather sensitive details manually, eliminates repetitive verification steps, and allows the interaction to move straight to resolution. As a result, payment calls are handled significantly faster, improving both efficiency and customer experience.
Automating After-Call Work (Reconciliation)
Another major contributor to AHT is administrative work after the call. Automating tasks such as call summaries, CRM updates, or payment confirmations helps agents move on to the next interaction faster. (Source: dialpad.com)
Working With Key IVR to Reduce AHT in Your Call Center
Reducing AHT requires more than agent training, it requires the right technology stack. This is where Key IVR can help.
How CREATE Fertility Reduced Payment Only Calls
A UK healthcare provider reduced payment-only calls entirely by introducing Payment IVR, allowing customers to complete transactions without speaking to an agent.
Key IVR specialises in call center payment solutions designed to streamline payment processes and reduce handling time.
With Key IVR technology, organisations can:
- Enable automated IVR payment systems
- Provide secure payment options during live calls
- Reduce the time agents spend collecting payment details
- Improve compliance with PCI security standards
- Lower operational costs associated with payment processing
By integrating a contact centre payment system into the customer journey, contact centers can shorten interactions while continuing to provide a seamless payment experience.
For businesses handling large volumes of call center inbound calls, this approach can significantly improve both operational efficiency and customer satisfaction.
If your organisation is looking to reduce AHT and streamline payment processing, Key IVR can help, contact our team by emailing sales@keyivr.com or calling +44 (0) 1302 513 000
