1. What is Average Handle Time (AHT)?

Average Handle Time (AHT) is a key performance metric in call centers and customer service that measures the average duration of a call from start to finish, including talk time, hold time, and after-call work time.

2. How Does the Calculator Work?

The calculator uses the AHT formula:

Where:

• \( talk\_time \) — Total time spent talking with customers (seconds)
• \( hold\_time \) — Total time customers were on hold (seconds)
• \( after\_call \) — Total time spent on after-call work (seconds)
• \( calls \) — Total number of calls handled (count)

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

3. Importance of AHT Calculation

Details: AHT is crucial for workforce management, service level optimization, and identifying areas for efficiency improvement in customer service operations.

4. Using the Calculator

Tips: Enter all time values in seconds and the number of calls as a whole number. All values must be valid (time values ≥ 0, calls > 0).

5. Frequently Asked Questions (FAQ)

Q1: What is a good AHT target?
A: Ideal AHT varies by industry and call type, but typically ranges between 3-6 minutes for most customer service centers.

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

Q3: Should AHT be the only metric to measure performance?
A: No, AHT should be balanced with quality metrics, customer satisfaction scores, and first call resolution rates.

Q4: How often should AHT be measured?
A: AHT should be monitored daily for operational management and tracked weekly/monthly for trend analysis.

Q5: What factors can artificially inflate AHT?
A: Complex cases, system delays, inadequate training, and handling multiple issues in one call can increase AHT.