Why has the average handle time for customer support calls through Aircall's IVR system increased by 2 minutes this quarter?

Introduction

The increase in average handle time for customer support calls through Aircall's IVR system by 2 minutes this quarter is a significant issue that requires thorough investigation. I'll approach this problem systematically, focusing on identifying potential root causes, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has there been any significant change in call volume or types of inquiries compared to the same quarter last year?

Why it matters: Seasonal patterns could explain the increase and help us determine if this is a temporary or ongoing issue. Expected answer: Call volume has increased by 15%, with a higher proportion of complex inquiries. Impact on approach: If confirmed, we'd need to focus on scaling our support capabilities and potentially updating our IVR system to handle more complex issues efficiently.

• Considering recent updates, I'm wondering if there have been any changes to the IVR system or support processes in the last quarter?

Why it matters: Recent changes could directly impact handle times and point to specific areas for investigation. Expected answer: A new IVR menu structure was implemented at the beginning of the quarter. Impact on approach: This would shift our focus to analyzing the new menu structure and its impact on call routing and resolution times.

• Thinking about user segments, has there been any shift in the demographics or characteristics of customers calling in for support?

Why it matters: Changes in user demographics could indicate a need for adjustments in our support approach or IVR system design. Expected answer: There's been an increase in calls from enterprise customers with more complex issues. Impact on approach: We'd need to consider tailoring our IVR system and support processes to better handle complex enterprise inquiries.

• Considering the metric itself, has there been any change in how average handle time is calculated or measured?

Why it matters: Ensuring consistency in measurement is crucial for accurate problem identification. Expected answer: No changes in calculation methods, but we've recently integrated a new analytics tool. Impact on approach: We'd need to verify the accuracy of the new analytics tool and ensure proper integration with existing systems.