1. What is Average Call Time (AHT)?

Average Call Time (AHT) is a key performance metric in call centers and customer service operations that measures the average duration of calls. It helps businesses optimize staffing, improve efficiency, and enhance customer service quality.

2. How Does the Calculator Work?

The calculator uses the AHT formula:

Where:

• \( \text{Total Call Time} \) — Sum of all call durations in seconds
• \( \text{Number of Calls} \) — Total number of calls handled

Explanation: The formula calculates the mean duration of calls by dividing the total call time by the number of calls.

3. Importance of AHT Calculation

Details: AHT is crucial for workforce management, resource allocation, service level optimization, and identifying training needs. Lower AHT typically indicates higher efficiency, though quality must be maintained.

4. Using the Calculator

Tips: Enter total call time in seconds and number of calls as a whole number. Both values must be positive (total time > 0, number of calls ≥ 1).

5. Frequently Asked Questions (FAQ)

Q1: What is a good AHT for call centers?
A: Ideal AHT varies by industry and call type. Typically ranges from 3-6 minutes for simple inquiries to 10-15 minutes for complex technical support.

Q2: How can businesses reduce AHT?
A: Through agent training, improved scripts, better knowledge management, streamlined processes, and effective call routing systems.

Q3: Does lower AHT always mean better performance?
A: Not necessarily. While efficiency is important, quality and first-call resolution should not be sacrificed for speed.

Q4: How often should AHT be measured?
A: Typically measured daily, weekly, and monthly to track performance trends and identify areas for improvement.

Q5: What factors affect AHT?
A: Call complexity, agent experience, system efficiency, script quality, and customer preparedness all impact average call time.