Average Handle Time Calculation

AHT Formula:

\[ AHT = \frac{\text{Talk Time} + \text{Hold Time} + \text{After Call Work}}{\text{Calls}} \]

Talk Time (s):

seconds

Hold Time (s):

seconds

After Call Work (s):

seconds

Calls (count):

calls

Average Handle Time (AHT):

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1. What is Average Handle Time (AHT)?

Average Handle Time (AHT) is a key performance metric in call centers that measures the average duration of one complete customer interaction, including talk time, hold time, and after-call work. It helps organizations assess agent efficiency and customer service quality.

2. How Does the Calculator Work?

The calculator uses the AHT formula:

\[ AHT = \frac{\text{Talk Time} + \text{Hold Time} + \text{After Call Work}}{\text{Calls}} \]

Where:

Talk Time — Time spent actively speaking with the customer (seconds)
Hold Time — Time customer was placed on hold (seconds)
After Call Work — Time spent on post-call tasks (seconds)
Calls — Total number of calls handled (count)

Explanation: The equation calculates the average time spent per call by dividing the total handling time by the number of calls.

3. Importance of AHT Calculation

Details: AHT is crucial for call center management as it helps optimize staffing levels, improve operational efficiency, identify training needs, and enhance customer satisfaction by ensuring timely resolution of issues.

4. Using the Calculator

Tips: Enter all time values in seconds and the number of calls. Ensure values are accurate for meaningful results. All fields must be completed with valid numbers (time values ≥ 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 generally ranges between 3-6 minutes. Lower AHT typically indicates higher efficiency, but quality should not be compromised.

Q2: How can I reduce AHT without affecting quality?
A: Implement better training, use knowledge bases, streamline processes, and provide agents with efficient tools and scripts.

Q3: Should AHT be the only metric to measure performance?
A: No, AHT should be balanced with other metrics like First Call Resolution (FCR), Customer Satisfaction (CSAT), and Quality Scores.

Q4: How often should AHT be measured?
A: AHT should be tracked regularly - daily, weekly, and monthly - to identify trends and make timely adjustments.

Q5: Does AHT include transfer time?
A: Typically, yes. Any time spent during the customer interaction, including transfers, should be included in the total handling time calculation.