What is AHT in the context of call centers?

In the context of call centers, AHT stands for Average Handle Time. This metric is crucial for measuring the efficiency and performance of support agents during customer interactions.

Average Handle Time encompasses the total time spent on each call, including the duration of the conversation and any post-call work the agent might need to perform. This could involve documenting the interaction, resolving issues, or completing any necessary follow-up tasks. By calculating AHT, call centers can evaluate how well agents handle customer inquiries and manage their time, which is essential for optimizing operational efficiency and ensuring high levels of customer satisfaction.

A well-managed AHT helps balance customer service quality with operational costs. If AHT is too long, it may indicate that agents are struggling with the call resolutions or that additional training might be necessary. Conversely, if it is too short, there might be a risk of rushing through calls, potentially sacrificing the quality of service provided.

Understanding AHT and its implications allows management to refine training programs, improve workflows, and ultimately enhance the overall customer experience.