# Cut call handle time without hurting customer experience

Diagnoses what drives long calls and gives script, training, and tooling fixes that shorten them without lowering quality.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Customer Support, Data & Analytics, Summarize, Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/cut-call-handle-time-without-hurting-customer-experience

## Prompt

```text
Help me reduce average handle time (AHT) on my support phone team without hurting customer satisfaction or resolution.

**Team:** [SIZE, shifts, in-house or outsourced]
**Current metrics:** [AHT broken into talk, hold, and after-call work; first-contact resolution; CSAT; transfer rate; repeat-call rate]
**Longest call types:** [TOP CONTACT REASONS with volumes and handle times]
**Customer feedback themes:** [PASTE or summarize]
**Tools:** [phone system, CRM, knowledge base, scripts]
**Known pain points:** [e.g. "agents search three systems", "long identity verification"]

Give me:
1. Diagnosis: which component (talk, hold, after-call work) and which call types drive most of the excess time, and what the likely causes are. Use only my data; mark gaps [ADD DATA].
2. Quick wins (under 2 weeks): call-opening and verification streamlining, hold-reduction tactics, note templates, and macros.
3. Script improvements for the top 3 call reasons: a tighter flow with the key questions to ask early.
4. Training: targeted coaching for agents with the widest variance, call-listening sessions, and knowledge gaps to close.
5. Tool and process fixes: knowledge base gaps, system integration, callbacks, and self-service or deflection for simple repeat contacts.
6. Guardrails: metrics to watch alongside AHT (FCR, repeat calls, CSAT, escalations) so we don't push agents to rush customers off the phone.
7. A weekly report layout: metrics, trends by call type, outliers, and actions.

Do not recommend individual AHT targets that penalize agents for complex calls; suggest how to set fair targets by call type.
```

## What to fill in

- SIZE, shifts, in-house or outsourced
- TOP CONTACT REASONS with volumes and handle times
- PASTE or summarize
- phone system, CRM, knowledge base, scripts
- ADD DATA

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