Average Handle Time (AHT)
Average Handle Time (AHT) is a metric commonly used in call centers and customer service operations to measure the average duration of a single transaction.
This includes the time from the initiation of a call (or contact) to its conclusion, including any related hold time, talk time, and the time spent on related tasks after the call.
Calculation of AHT: AHT is typically calculated by adding the total talk time, total hold time, and after-call work time, then dividing that sum by the number of calls handled.
Importance in Customer Service: AHT is an important metric for assessing the efficiency and effectiveness of call center operations. It helps in understanding how quickly and efficiently agents are able to resolve customer issues.
Impact on Customer Experience: While a lower AHT can indicate efficient service, it's crucial not to sacrifice customer satisfaction for speed. Balancing efficiency with quality service is important for maintaining a positive customer experience.
Use in Performance Measurement: Call centers often use AHT as a key performance indicator for their agents. It can be a factor in evaluating agent performance and identifying areas for training and improvement.
After-Call Work (ACW): ACW, which is part of the AHT calculation, refers to the work an agent completes after a call has ended, such as updating records, sending emails, or initiating follow-up tasks.
Understanding and managing AHT effectively is crucial for optimizing call center performance, ensuring that customer inquiries are handled efficiently while maintaining high levels of customer satisfaction.