- Average Handle Time (AHT)
- A call center metric measuring the average duration of a customer interaction, including talk time, hold time, and after-call work.
Average Handle Time (AHT) is a call center metric measuring the average duration of a customer interaction, including talk time, hold time, and after-call work. AHT is calculated by dividing total handle time by the number of interactions handled.
Components of AHT
Talk Time: The actual time an agent spends speaking with the customer during the interaction.
Hold Time: Time the customer is placed on hold while the agent researches, consults, or transfers the call.
After-Call Work (ACW): Time spent after the interaction completing tasks such as: - Updating CRM records - Documenting the interaction - Processing orders or requests - Sending follow-up communications
AHT = (Total Talk Time + Total Hold Time + Total ACW Time) / Number of Interactions
Why AHT Matters
Operational Efficiency: Lower AHT means agents can handle more interactions, improving capacity and reducing costs.
Cost Management: Shorter handle times reduce labor costs per interaction and improve overall operational efficiency.
Service Level Impact: AHT directly affects service level achievement. Lower AHT enables better service levels with the same staffing.
Agent Productivity: Agents who resolve issues efficiently have lower AHT and higher productivity.
Balancing AHT with Quality
Quality vs. Speed Trade-off: While lower AHT is generally desirable, it must be balanced with quality and customer satisfaction. Rushing interactions can lead to: - Lower first contact resolution rates - Reduced customer satisfaction - Increased repeat contacts - Higher error rates
Optimal AHT: The optimal AHT varies by: - Interaction complexity - Industry standards - Customer expectations - Quality requirements
Improving AHT
Agent Training: Comprehensive training improves agent efficiency and reduces handle time while maintaining quality.
Knowledge Management: Easy access to information and knowledge bases helps agents resolve issues faster.
Process Optimization: Streamlining processes and eliminating unnecessary steps reduces handle time.
Technology Support: AI-powered tools, automation, and integrated systems help agents work more efficiently.
First Contact Resolution: Resolving issues on first contact eliminates follow-up interactions, improving overall AHT.
Best Practices
Set Realistic Targets: Establish AHT targets based on interaction complexity and quality requirements, not arbitrary goals.
Monitor Quality Together: Track AHT alongside quality metrics to ensure efficiency doesn't compromise service quality.
Provide Tools: Equip agents with tools and systems that enable efficient resolution.
Focus on FCR: Prioritize first contact resolution, which naturally improves AHT by eliminating follow-ups.
Regular Review: Continuously review AHT trends and identify opportunities for improvement.
By optimizing Average Handle Time while maintaining quality, organizations can improve efficiency, reduce costs, and enhance customer experiences.