By analyzing call recordings, entries into the CRM system, and personally observing agent activities on the floor, Inspiro’s quality team identified the root causes of high AHT: Agents are multitasking on many devices and not focused on the call, lack of product and promotion-specific training, and limited agent familiarity with cables and input sources. All of these causes were quickly addressed. 

Site leadership enacted a stricter Code of Discipline for unauthorized access of restricted websites, personal internet mail, chat, and social media networks. Agents would therefore only have the call on which to focus their undivided attention. This was also reinforced with call audits and continued personal observance of the call floor. To address training issues, agents were given more interactive and frequent training, which included hands-on exercises with cabling and hardware. Articles in the knowledge base and agent login screens described the latest promotions.