AHT (Average Handle Time)
Hi, we met again! I’m Conviner, your call center terminology assistant at your service.
As per statistics, the Average Handle Time is between 6.46 minutes and 6.73 minutes, varying depending on the industry.
1. What does AHT mean?
Average Handle Time (AHT) is an important call center metric that measures the total time an agent spends handling a customer call/interaction. It includes:
- Talk Time: The time spent speaking with the customer.
- Hold Time: The time the customer is put on hold.
- After-Call Work (ACW) Time: The time needed to complete follow-up tasks after the call ends.
Tracking AHT helps businesses improve efficiency, manage staffing, and enhance customer experience.
2. What is AHT in Call Center?
AHT in a call center is a key performance indicator (KPI) that directly impacts operational efficiency and customer experience. A lower AHT generally indicates faster resolutions and increased productivity.
However, reducing AHT should not come at the cost of customer satisfaction (CSAT), as rushing through calls may lead to poor customer service.
3. Best Practices to Reduce AHT Without Affecting CSAT
Reducing AHT in a call center should not compromise customer experience. Here are some proven strategies:
- Use AI-Powered Call Monitoring: AI-driven analytics, like those offered by Convin, help reduce AHT by identifying inefficiencies and providing real-time feedback to agents.
- Train Agents Effectively: Well-trained agents can resolve queries faster, minimizing unnecessary call durations.
- Implement Call Routing: Directing calls to the right agent ensures faster resolution, reducing hold and talk times.
- Automate After-Call Work (ACW): Reducing manual post-call tasks through automation speeds up overall handling time.
- Use Knowledge Bases & Scripts: Quick access to relevant information and pre-defined scripts can help agents provide accurate answers faster.
4. What is a Good Average Handle Time?
A “good” AHT in a call center depends on the industry and the type of customer service provided. However, a balanced AHT should:
- Minimize unnecessary hold times.
- Optimize talk time without compromising customer needs.
- Improve customer satisfaction (CSAT) scores.
- Increase the number of calls handled per agent without sacrificing service quality.
So when you measure your AHT, you should aim to lower it, provided the CSAT score remains intact or improves.
Example: Convin’s call monitoring software lowers your AHT by 56 seconds.
And it’s a wrap! You can bookmark me so that we can meet again. Toodles!
