Average Handling Time

Definition

Average Call Handling Time (AHT) is a critical metric used in call centers and customer support operations to measure the efficiency of customer interactions. It represents the average duration of a customer call, including the actual conversation time (talk time).

Usefulness of AHT

• Efficiency Measurement: AHT is essential for assessing the efficiency of agents in handling calls. Lower AHT indicates quicker resolution times, meaning agents are effectively managing customer inquiries, improving overall productivity (Considering the customer satisfaction is also good).
• Resource Management: By tracking AHT, businesses can better forecast staffing needs and ensure optimal resource allocation, leading to reduced wait times and more effective customer service.
• Cost Optimization: By reducing the time spent per call while maintaining service quality, organizations can handle more calls with fewer resources, lowering operational costs.
• Customer Satisfaction: While AHT focuses on efficiency, it’s vital that it doesn’t come at the cost of customer experience. A balanced AHT, where agents resolve issues promptly while maintaining high service levels, can boost customer satisfaction.
• Insights for Continuous Improvement: AHT provides valuable insights into areas for improvement, whether through training, process optimization, or technological upgrades.
• Performance Benchmarking: AHT is used to compare performance across agents, teams, or even entire organizations. It serves as a benchmark for setting targets and assessing whether customer service objectives are being met.