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Can we lower average handle time and still provide excellent service?

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I recommend that you first determine your customer's profitability. This will help your agents differentiate between customers and understand their value to the organization. Agents can apply a speedy-courteous approach to their interactions with unprofitable customers and stay on the phone as long as it takes to satisfy the needs of more profitable customers.

Additionally, you may wish to explore cross-selling opportunities to offset the length of time on the phone and justify the personalization.

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This was first published in November 2007

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