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 a call, including talk time, hold time, and after-call work time. It helps assess efficiency and customer service quality.

2. How Does the Calculator Work?

The calculator uses the AHT formula:

Where:

• \( talk \) — Total talk time in seconds
• \( hold \) — Total hold time in seconds
• \( after \) — Total after-call work time in seconds
• \( calls \) — Total number of calls

Explanation: The formula calculates the average time spent handling each call, providing insight into call center efficiency and agent performance.

3. Importance of AHT Calculation

Details: AHT is crucial for optimizing call center operations, improving customer satisfaction, and managing staffing requirements. Lower AHT typically indicates higher efficiency, but must be balanced with quality service.

4. Using the Calculator

Tips: Enter total talk time, hold time, and after-call work time in seconds. Enter the total number of calls. All values must be valid (time values ≥ 0, calls ≥ 1).

5. Frequently Asked Questions (FAQ)

Q1: What is a good AHT for a call center?
A: Ideal AHT varies by industry and call type, but typically ranges between 3-6 minutes. The focus should be on balancing efficiency with quality customer service.

Q2: How can we reduce AHT without compromising quality?
A: Provide better agent training, implement efficient call routing systems, use knowledge bases, and streamline after-call processes.

Q3: Does AHT include all call components?
A: Yes, AHT includes talk time, hold time, and after-call work time, providing a comprehensive measure of total handling time.

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

Q5: Can AHT be too low?
A: Yes, extremely low AHT may indicate rushed calls, inadequate problem resolution, or poor customer service quality.