Definition: AHT or Average Handle Time refers to the time that a representative takes to complete customer interaction or provide all the assistance they can. It usually measures from the start of an interaction, including all actions and casework, to when the representative becomes available to assist another customer or move to another activity.
Calculation: (Talk Time or Interaction Time + Hold Time + Documentation or Actions after the customer departed)/ (All Customers Assisted) or (Talk or Interaction + Hold + After Contact work (ACW))/Contacts Handled
Benchmark: Guided by the nature of business and the minimum possible time needed to address the customer’s concern or discover they need to be transferred. Lower is better.
Importance: Longer AHT may lead to customer frustration and dissatisfaction, while shorter AHT can result in efficient issue resolutions and higher customer satisfaction. Also, lowering it can lead to cost savings as it reduces the agent requirements for a set volume of work.
Strategies to Optimize AHT:
- Agent Training: Provide comprehensive training to agents on product knowledge, communication skills, and effective call-handling techniques.
- Knowledge Base: Equip agents with a well-organized knowledge base to quickly access information during calls, reducing hold time and improving first-call resolution.
- After-Call Work Automation: Automate repetitive after-call work tasks to minimize handling time between interactions.
- Performance Metrics: Regularly monitor AHT and provide agents with feedback and coaching to improve efficiency.
- Streamlined Processes: Continuously review and optimize call handling processes to eliminate inefficiencies and reduce AHT.
Alternate Terms: AHT, Contact Handling Time