Average Handle Time (AHT)

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Industry benchmark for AHT is around 6 minutes across many industries.

1. What is average handle time?

Average handle time (AHT) is the average duration an agent spends on a customer interaction. It includes talk time, hold time, and after-call work. AHT helps contact centers measure agent productivity and operational efficiency. Lower AHT is often a goal, but not at the cost of customer satisfaction.

2. What is a good AHT score?

A good AHT score varies by industry, but most high-performing contact centers aim for:

• 4–6 minutes for standard customer support
• 6–10 minutes for complex technical or financial issues

The key is balancing speed with quality. A low AHT with poor resolution hurts CX.‍

3. What is the best AHT in BPO?

In BPOs, the best AHT is one that aligns with the service type and SLAs.

• For inbound sales or support, 4–5 minutes is considered strong
• For technical troubleshooting, 7–9 minutes is normal

Top BPOs optimize AHT using QA tools like Convin to monitor call flows and guide agents in real time.