1. What is Average Call Time (AHT)?

Average Call Time (AHT) is a key performance metric in call centers that measures the average duration of calls. It's calculated by dividing the total time spent on calls by the number of calls handled.

2. How Does the Calculator Work?

The calculator uses the AHT formula:

Where:

• Total Time — The sum of all call durations in seconds
• Calls — The total number of calls handled

Explanation: This simple division gives the average duration per call, which is a critical metric for assessing call center efficiency and customer service quality.

3. Importance of AHT Calculation

Details: AHT is crucial for call center management as it helps in workforce planning, resource allocation, and identifying areas for efficiency improvements. It balances both customer satisfaction and operational efficiency.

4. Using the Calculator

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

5. Frequently Asked Questions (FAQ)

Q1: What is a good AHT benchmark?
A: Ideal AHT varies by industry and call type, but typically ranges between 3-6 minutes. Lower AHT indicates higher efficiency, but shouldn't compromise service quality.

Q2: Does AHT include hold time and after-call work?
A: In comprehensive calculations, AHT may include talk time, hold time, and after-call work. Ensure consistent measurement methodology when comparing AHT metrics.

Q3: How can we reduce AHT without affecting quality?
A: Through better training, improved scripts, knowledge bases, and efficient call routing systems. The goal is to resolve issues faster while maintaining customer satisfaction.

Q4: When is a high AHT acceptable?
A: For complex technical support, sales conversations, or sensitive customer issues where longer calls are necessary for quality resolution.

Q5: How often should AHT be measured?
A: Typically measured daily, weekly, and monthly to track performance trends and identify areas for improvement.