AKSHITA | 2025-03-04 05:00:00+00:00
Every second counts in customer service. Whether it’s a phone call, an email, or a live chat, businesses want to resolve customer queries quickly while maintaining high-quality service. This is where AHT (Average Handle Time) comes into play. AHT is a key performance metric used in customer support to measure the average duration of an interaction from start to finish.
Understanding AHT can help businesses improve efficiency, enhance customer experience, and manage their resources effectively. In this guide, we’ll take a deep dive into what AHT is, how to calculate it, its importance, and ways to optimise it for better service.
AHT, or Average Handle Time, is a metric that determines how long, on average, it takes for a customer support representative to handle an interaction. It includes the time spent talking or chatting with the customer, time on hold, and any after-call work needed to complete the request.
Originally, AHT was primarily used in call centres, but it is now widely used in digital customer service environments, including help desks and contact centres that handle emails and live chat support. By tracking AHT, businesses can evaluate their efficiency and find ways to improve customer interactions.
Talk Time: The duration of the conversation between the agent and the customer.
Hold Time: The time a customer spends on hold during the interaction.
After-Call Work (ACW): Any tasks an agent needs to complete after the interaction, such as updating records or sending follow-up emails.
There is no universal “ideal” AHT as it varies based on industry, service complexity, and customer expectations. However, a general benchmark for call centres is around six minutes per interaction.
Nature of Support – Complex technical support calls may naturally take longer than general enquiries.
Customer Service Channels – Phone calls, live chat, and email each have different handling times.
Agent Training – Well-trained agents can resolve issues faster, leading to lower AHT.
Automation and AI – Chatbots and self-service options can reduce AHT by handling common queries efficiently.
Tracking AHT is essential for both business efficiency and customer satisfaction. Here’s why:
Customers value quick and efficient support. When issues are resolved faster, customers experience less frustration and a smoother interaction. A lower AHT often means agents are well-trained and equipped to provide clear, concise, and effective solutions, leading to higher customer satisfaction and loyalty.
By monitoring AHT, businesses can gain valuable insights into how much time is needed to handle different types of customer queries. This helps in better staffing decisions, ensuring that the right number of agents are available at peak times, avoiding long wait times while also preventing unnecessary labor costs during slower periods.
A consistently high AHT can signal underlying inefficiencies. It could indicate that agents require additional training, that internal systems are too complex, or that processes need to be streamlined. Identifying these bottlenecks early allows businesses to implement targeted improvements, making operations more efficient.
Time is money in customer service. The faster an agent resolves an issue, the more customers they can assist within the same working hours. Reducing AHT without compromising service quality helps businesses save on operational costs while maintaining excellent support.
A lower AHT often correlates with higher First Contact Resolution (FCR) rates, meaning customer issues are solved on the first interaction rather than requiring multiple follow-ups. This reduces frustration for customers and increases overall efficiency, as agents can move on to assist new queries rather than revisiting unresolved ones.
By actively tracking and improving AHT, businesses can enhance their customer service operations, improve efficiency, and create a more seamless experience for both customers and support teams.
The AHT formula depends on the communication channel being measured. Below are different formulas used to calculate AHT for various customer service interactions.
AHT = (Total Talk Time + Total Hold Time + After-Call Work) / Total Number of Calls
AHT = (Total Response Time + Wait Time) / Total Number of Emails
AHT = Total Handle Time / Total Number of Chats
Let’s say a company receives 150 calls in a day. The total time spent on calls, including talk time, hold time, and after-call work, adds up to 4,200 minutes. Using the formula:
AHT = 4,200 minutes / 150 calls = 28 minutes
This means, on average, it takes 28 minutes to handle each call.
Reducing AHT while maintaining quality service requires a combination of better training, technology, and process optimisation. Here are some effective strategies:
Provide regular training sessions on product knowledge and communication skills.
Use call recordings to identify areas for improvement.
Conduct performance reviews to set realistic goals.
Develop quick reference guides to help agents find answers faster.
Offer a knowledge base where customers can find answers without contacting support.
Create FAQs and tutorials to address common queries.
Use interactive troubleshooting tools to assist customers without agent intervention.
Track key metrics like talk time, missed calls, hold time, and first call resolution (FCR).
Use performance dashboards to identify trends and problem areas.
Conduct peer learning sessions to share best practices among agents.
Send notifications about service issues before customers call in.
Provide guides and tips to educate customers on using products efficiently.
Analyse customer behaviour data to anticipate potential issues before they arise.
Use AI chatbots to handle common enquiries before escalating to agents.
Implement automatic call routing to connect customers with the most suitable agent.
Enable predictive analytics to provide relevant solutions before customers request them.
Analyse AHT data to find bottlenecks in customer interactions.
Reduce unnecessary hold times and improve workflow efficiency.
Conduct A/B testing on different support strategies to identify the most effective approaches.
AI-powered chatbots can assist customers instantly.
Virtual assistants can help automate repetitive tasks.
Implement natural language processing (NLP) to improve chatbot accuracy.
Use a centralised CRM to give agents easy access to customer history.
Implement real-time collaboration tools to help agents find quick solutions.
Adopt omnichannel support platforms to streamline customer interactions across multiple channels.
While AHT is a valuable metric, it has its limitations:
A Lower AHT Doesn’t Always Mean Better Service – Rushing through calls to lower AHT can harm the quality of customer interactions.
Irregularities Can Skew AHT Data – Certain cases may require longer handling times, leading to inaccurate averages.
Does Not Measure Customer Satisfaction – AHT focuses on efficiency but does not account for how satisfied customers are with the resolution.
To get a full picture, businesses should use AHT alongside other metrics like First Contact Resolution (FCR) and Customer Satisfaction Scores (CSAT).
AHT is a powerful metric that helps businesses evaluate the efficiency of their customer service operations. However, rather than focusing on reducing AHT alone, businesses must ensure that customer interactions remain effective, personalised, and satisfactory.
By training agents, leveraging automation, monitoring performance, and using AI, businesses can strike the right balance between speed and quality, ensuring that customers receive the best possible support while keeping operations efficient.
Would you like to enhance your customer service strategy? Start by analysing your AHT and optimising your processes today!
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