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5 Practical Strategies for Payers to Lower AHT Without Sacrificing Quality

1. Targeted Training for Agents

Efficient call handling starts with well-trained agents. By focusing training on specific pain points, such as common call types and complex inquiries, agents can more confidently and accurately respond to provider/member needs. Equip agents with quick reference guides and real-time support for complex questions to keep calls on track without lengthy pauses.

At Clarity, we emphasize continuous learning, offering custom training programs that help agents sharpen their skills, leading to lower AHT and higher-quality interactions.

2. Refined Call Scripts and Prompts

Improved scripting can make a big difference in call flow and clarity. Well-designed scripts help agents quickly identify customer needs and offer resolutions faster, without needing to dig through systems or search for information. Be sure to avoid overly rigid scripts by allowing agents to personalize while staying on track to speed up call resolution.

Clarity specializes in script optimization that keeps calls on point while allowing agents the flexibility they need to make members feel valued.

3. Intelligent Call Routing

Using intelligent call routing can significantly reduce AHT by directing providers/members to the most appropriate agent or team from the start. By leveraging predictive analytics and data from previous interactions, you can minimize transfers and ensure the member’s inquiry is resolved efficiently.

Clarity’s approach to routing focuses on matching member needs with agent expertise, ensuring that each call reaches the right person on the first try.

4. Optimize Technology and Self-Service Options

Modernizing technology can empower agents and reduce handling times. Streamlined, easy-to-navigate interfaces, integrated data systems, and tools that support quick information retrieval can shave valuable seconds off each call. Additionally, robust self-service options for simple inquiries (like checking claims status or updating contact information) free up agents for more complex issues.

At Clarity, we work with payers to implement and refine tech tools that support agents and reduce call complexity.

5. Leverage Analytics to Identify Improvement Areas

Data is a powerful tool in identifying specific areas for AHT improvement. By analyzing call patterns, frequent issues, and bottlenecks, payers can target areas that most impact handle times. For example, if certain inquiries consistently take longer, a refresher training or script adjustment might be warranted.

Clarity’s analytics team helps payer organizations turn raw data into actionable insights, driving targeted improvements that reduce AHT without compromising quality.

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