Stop the Clock! Mind Control Tricks to Reduce AHT (Ethical, I Swear!)

Summary

In this video, Myra Golden shares seven science-backed strategies for reducing Average Handle Time (AHT) in a call center without cutting corners. These tips focus on projecting authority, using closed-ended questions to control conversations, making customers feel smart, reframing emotional situations, conveying empathy, using positive language, and resetting your mindset. By mastering these techniques, call center agents can handle calls more efficiently while maintaining a friendly and supportive tone, ultimately improving productivity and customer satisfaction.

Takeaways

• 😀 Managing stress in a call center is crucial, with stress levels similar to that of air traffic controllers.
• 😀 Projecting authority, calmness, and confidence can help customers relax and follow your lead.
• 😀 Closed-ended questions are essential to control conversations and handle calls efficiently.
• 😀 Making customers feel smart and part of the solution can reduce frustration and foster cooperation.
• 😀 Reframing emotional customers' frustrations can shift them from emotional to rational thinking.
• 😀 Empathy triggers oxytocin, the trust hormone, which is key to building rapport with customers.
• 😀 Using positive language sets an upbeat tone and encourages faster and friendlier interactions.
• 😀 A mental reset before calls (taking a deep breath and focusing on helping) can improve performance and reduce stress.
• 😀 Acknowledging customer emotions before providing solutions can help redirect their focus toward problem-solving.
• 😀 Reducing AHT is about being efficient without sacrificing friendliness or support, and managing calls faster while staying helpful.

Q & A

Why is working in a call center considered one of the most stressful jobs?

Working in a call center is considered highly stressful due to factors like high call volumes, managing multiple contact channels, dealing with difficult customers, and the pressure of the Average Handle Time (AHT) timer, which adds constant time constraints.

What does the science behind handling calls faster without cutting corners suggest?

The science-backed approach to handling calls faster without cutting corners involves using techniques that improve efficiency while maintaining a high level of service. This includes activating the authority circuit in the brain, using closed-ended questions, reframing emotional responses, and fostering trust through empathy.

What is the importance of projecting authority during a call?

Projecting authority helps to establish credibility and calmness in the customer. When an agent shows up with confidence and composure, the customer's brain relaxes, making them more cooperative and less argumentative, which ultimately helps reduce the call's length.

How do closed-ended questions help control a call?

Closed-ended questions, which can be answered with 'yes,' 'no,' or specific data, help control the flow of the conversation. They activate the brain's task-focused network, enabling agents to get quick, precise answers, thereby preventing long-winded explanations and reducing the overall AHT.

What is the psychological impact of making a customer feel smart during a call?

Making a customer feel smart engages their problem-solving brain, which calms them down and turns frustration into cooperation. This approach empowers the customer, making them part of the solution, which enhances their experience and helps resolve the issue faster.

How can agents shift emotional customers to a more rational state?

Agents can shift emotional customers from the emotional right brain to the logical left brain by using reframing techniques. For instance, instead of telling them to 'calm down,' agents can acknowledge the customer's frustration and suggest breaking down the problem into manageable steps.

Why is empathy important when handling customer calls?

Empathy is essential because it releases oxytocin, the trust hormone, in the customer's brain. This fosters trust and helps to de-escalate tension, making the customer more open to cooperation and problem-solving.

How can agents use positive language to improve the call experience?

Using positive language sets a positive tone for the conversation. For example, instead of saying 'unfortunately, the system is down,' an agent can say 'good news, our team's already working on the issue,' which helps keep the interaction upbeat and encourages faster resolutions.

What is the 'five-second mental reset,' and how does it benefit call center agents?

The 'five-second mental reset' is a brief moment where agents close their eyes, take a deep breath, and remind themselves 'I'm here to help.' This mental reset helps to calm the agent’s stress response, improving focus, speed, and control during calls.

What ethical guidelines does the script suggest for reducing AHT without sacrificing service quality?

The script emphasizes reducing AHT by using techniques like projecting authority, using closed-ended questions, fostering cooperation, and maintaining empathy. The key is to be efficient without rushing or cutting corners, ensuring a friendly and supportive experience for the customer.