Definition: Average Handle Time (AHT) is a key metric used in contact centers to measure the average duration a customer interaction takes, encompassing both talk time and after-call work. It includes the time spent actively engaging with customers and any additional tasks completed post-interaction.
The duration spent actively communicating with a customer during a call, addressing inquiries, and resolving issues.
The time a customer spends on hold during a call, impacting the overall AHT. Efficient handling of hold time contributes to a positive customer experience.
The time spent by a customer service representative on tasks related to the interaction after the call ends, such as updating records or documenting notes.
AHT is a crucial metric for evaluating the efficiency and productivity of contact center agents. Managing AHT effectively ensures optimal use of resources and staff.
Balancing AHT is essential for providing a positive customer experience. Customers expect efficient service without feeling rushed, and optimizing AHT contributes to meeting these expectations.
AHT directly impacts operational costs. By managing AHT, organizations can control expenses associated with employee labor and other resources.
Striking the right balance between efficiency (short AHT) and quality customer service can be challenging. Training programs and performance incentives can help achieve this balance.
Implementing advanced customer relationship management (CRM) systems and tools can streamline processes and contribute to reducing AHT.
Regular training sessions for customer service representatives help enhance their skills, enabling them to handle customer interactions more efficiently.
Regularly monitoring AHT and providing constructive feedback to agents ensures continuous improvement and adherence to performance goals.
Ready to discover smooth and seamless productStart 14 Day Trial Now