The AHT more specifically, the average handling time, is the average call processing time of a call after customers have been transferred to customer support. Average handling time is an important metric in customer service and call centers and is often used to determine the efficiency of telephone or live chat support.
The AHT is designed differently depending on the company. Many companies see AHT as the average sum of the call time between the calling person and the service employee (s). Many call centers also include the waiting time of callers in AHT.
The average handling time is usually given in minutes or seconds. Call Center Help magazine estimates the average AHT, regardless of industry, at six minutes. However, this should not be regarded as standard due to individuality, different industry criteria and other factors.
AHT = (total call time + wait time + rework time)/total number of calls
Some companies may not include waiting and follow-up times as part of their internal AHT. Therefore, in this example, the calculation would have to be adjusted.
AHT = (total call time + post-processing time)/number of chat requests
AHT = (time spent on customer inquiries)/number of cases resolved
For to long average handling time (AHT) There are many reasons. Those responsible in customer service must regularly get to the bottom of these and take appropriate measures to optimize them.
To answer these and other questions, managers must carry out a detailed analysis of all processes, work steps and software in customer support and compare them.
Monitoring and continuous optimization of AHT is not only important for improving the quality of customer service, but is also an important factor in optimising workforce planning and reducing costs. If customer service managers know the exact AHT, they can adjust personnel planning and ensure that the right number of agents is assigned for optimal customer service.
A low average handling time is a sign of a productive, well-organized company with an excellent level of service. A good AHT improves customer satisfaction and enables employees to answer more service requests.
