Average Handle Time (AHT)

Components of AHT:

Talk Time:

The duration spent actively communicating with a customer during a call, addressing inquiries, and resolving issues.

Hold Time:

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.

After-Call Work (ACW):

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.

Importance of Managing AHT:

Efficiency and Productivity:

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.

Customer Experience:

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.

Cost Control:

AHT directly impacts operational costs. By managing AHT, organizations can control expenses associated with employee labor and other resources.

Challenges and Strategies for Optimizing AHT:

Balancing Efficiency and Quality:

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.

Technology Integration:

Implementing advanced customer relationship management (CRM) systems and tools can streamline processes and contribute to reducing AHT.

Continuous Training:

Regular training sessions for customer service representatives help enhance their skills, enabling them to handle customer interactions more efficiently.

Monitoring and Feedback:

Regularly monitoring AHT and providing constructive feedback to agents ensures continuous improvement and adherence to performance goals.

Other Terms: