What is Average Handle Time (AHT)?

In a contact center, a core performance metric is Average Handle Time (AHT), which refers to the average duration an agent spends managing a customer interaction from start to finish. AHT includes the time spent talking to the customer, any hold time, and after-call work needed to finalize the inquiry.

Calculating AHT is essential for evaluating efficiency and helps businesses improve their service processes by identifying areas where customer interactions can be streamlined. Reducing AHT without sacrificing quality can enhance customer satisfaction and reduce operational costs, making it a valuable metric in contact centers focused on high-volume support.

Understanding the definition of Average Handle Time is important for optimizing both customer experience and resource allocation in contact centers. AHT is often benchmarked against industry standards or client expectations to ensure that agents handle queries efficiently. If AHT is too high, it may indicate issues such as inadequate training, overly complex processes, or inefficient call routing. Conversely, very low AHT might signal rushed interactions that compromise service quality. Managing AHT effectively allows contact centers to strike a balance, maintaining quick resolutions while ensuring that customer concerns are thoroughly addressed.