Average Handle Time (AHT) is a key call centre metric that measures the average duration of a customer interaction – from the moment an agent answers the call until the interaction is resolved, including any post-call work. This includes talk, hold and wrap-up time.
AHT = Talk Time + Hold Time + After-Call Work / Total Number of Interactions
AHT is used in customer support and contact centres to evaluate efficiency, identify training needs, and enhance customer satisfaction.
Why Is AHT Important?
AHT is important as it affects customer satisfaction and efficiency - and it can be used for workplace planning and performance management.
1 - Customer Satisfaction
Customers appreciate prompt service – AHT directly impacts customer satisfaction levels because shorter handling times usually mean less waiting and faster issue resolution.
It’s important to note, however, that although speed can be beneficial for the business, call handlers should perfect the balance between speed and quality customer service.
2 - Efficiency
Tracking AHT can boost efficiency by enabling companies to:
- Analyse trends
- Identify areas of improvement
- Streamline processes
- Optimise workflow
- Allocate resources where needed
This can ultimately reduce operational costs and increase overall productivity.
3 - Workplace Planning
Knowing average handle times can allow for better forecasting and staffing. You can schedule more agents during high-volume times and avoid overstaffing during quieter periods.
4 - Performance Management
AHT is a common key performance indicator (KPI) for support teams. It helps identify:
- Underperforming agents
- Training opportunities
- Rewarding high performers
AHT will often be brought up in performance reviews or be used in incentives, motivating employees to work efficiently while maintaining customer satisfaction.
How Do I Calculate Average Handle Time?
- For Phone Calls – AHT = (Talk Time + Hold Time + After-Call Work) ÷ Total Number of Calls
- For Email Support – AHT = Total Time Responding to Emails ÷ Number of Emails Handled
- For Live Chat – AHT = Total Chat Handling Time ÷ Number of Chats
AHT Calculation Example
- Step 1: Track total handle time across all calls (e.g., 5,000 minutes)
- Step 2: Count the number of calls handled (e.g., 100 calls)
- Step 3: Divide handle time by call volume: AHT = 5,000 ÷ 100 = 50 minutes
This number is your baseline to measure against goals or industry benchmarks.
AHT Benchmarks: What is a Good AHT?
There is no universal benchmark for AHT. A good average handle time can vary depending on factors such as:
- Industry (for example, telecommunications vs. banking)
- The complexity of the issue (simple inquiries vs detailed complaints)
- Support channel (voice, email, chat)
Ultimately, a good AHT is one that resolves issues efficiently while maintaining high customer satisfaction. A good AHT should be low whilst still providing good customer service and resolving the issue.
The definition of a ‘good’ AHT can vary depending on the industry. In telecommunications, a good AHT might be 5 minutes. In financial services, however, a good AHT might be 3 minutes.
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What Do I Do When I've Calculated AHT?
Once you have calculated AHT, interpret the results whilst considering your call centre goals and benchmarks.
Compare AHT against historical data, industry standards, and internal targets to assess performance and identify areas for improvement. Take appropriate measures to reduce AHT without impacting the quality of support.
Check out our top-rated quality assurance software if you’d like to improve your call centre performance whilst maintaining an excellent customer experience.
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