AHT measures the average time it takes for a customer service agent to handle a support request. Learn how it's calculated and used.
Average Handle Time (AHT) measures the average time it takes for a customer support agent to handle an incoming customer inquiry.
It is calculated by taking the total time spent by agents answering and resolving customer requests divided by the total number of requests handled during a given period.
For example, if agents spent 50 hours in a week handling 100 incoming inquiries, the AHT would be:
AHT = Total time spent / Total requests
AHT = 50 hours / 100 requests
AHT = 30 minutes
So the average time agents spent handling each inquiry that week was 30 minutes.
AHT is an important metric because it gives insights into agent productivity, customer satisfaction, and support costs.
Shorter AHT can indicate agents resolve issues efficiently. But excessively short calls may mean not solving issues fully.
Longer AHT could mean complex cases but also inefficient agents. Customers get frustrated waiting in long queues or repeated transfers.
Optimizing AHT ensures customers get quick resolutions but agents have enough time to resolve issues fully.
Tracking AHT helps identify inefficiencies to address through training, knowledge bases, tools, and processes. It also helps with staffing to meet target response times.
Monitoring Average Handle Time helps optimize customer service operations. The goal is quick, efficient, yet thorough issue resolution. This leads to satisfied customers and lower support costs.