Average Handle Time (AHT) is the total time spent by an agent handling customer calls, including talk time, hold time, and after-call work. AHT is a major contact center metric used to assess efficiency and customer service quality.
Calculating Average Handle Time
To calculate the average handle time, we add up the following:
- Talk Time: The actual time agents spend speaking with the customer,
- Hold Time: Time the customer spends on hold during the call.
- After-Call Work Time (ACW): Time spent on post-call tasks, such as updating records or marking outcomes.
We then divide this number by the total number of calls handled.
That’s (Total Call Time + Total Hold Time + Total Time on After Call Work)/Number of Calls=Average Handle Time. Using this average handle time formula, you can calculate AHT on the agent level, and for your entire customer support team.
Optimizing AHT
AHT is primarily used to improve customer satisfaction, by reducing, the time customers spend on hold. You can optimize average handling time by tweaking the following factors:
- Efficient Agent Training: You must equip agents with the knowledge to resolve issues quickly without sacrificing service quality.
- Knowledge Bases: Provide agents with an internal knowledge base for instant access to answers, reducing the time spent searching for solutions.
- AI-Powered IVR Systems: AI-IVRs enable intelligent call routing that connects the customer to an agent qualified to solve their specific issue.
- Call Monitoring: Using call monitoring can help analyze the average talk time identify patterns or bottlenecks and adjust processes accordingly.
- Balanced Approach: While a high AHT increases wait times, you must not hurry customers. Find a balanced approach where solving the customer’s issue is a priority.
Why does AHT matter?
AHT directly impacts customer interactions and customer experience. Longer wait times can frustrate customers, while rush service can lead to many unresolved issues.
It affects operational costs—lower AHT can improve efficiency and reduce staffing requirements, but only if balanced with quality service.
An optimal AHT helps contact centers and call centers maintain high levels of agent performance while ensuring customer satisfaction.
