This Tip Will Reduce Agent AHT by Moving Customers Out of Venting

Twice in the last week, Contact Center Agents have reached out to me for help on reducing Average Handle Time (AHT). I’m listening, and I have an answer. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it. It’s positively positioning the problem.

Here are the five Reframing Statements I share in the video.

“Now, let’s see what we can do to fix this.”

“We want to get to the bottom of this a much as you do.”

“Rest assured; I will do all I can to fix this for you.”

“I certainly understand your concern. Let’s take a look and see what’s going on.”

“I will do my best to take care of this for you.”

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