1. What Is Average Handling Time?

Average Handling Time (AHT) is a key performance metric in call centers that measures the average duration of a customer interaction, including talk time, hold time, and after-call work time.

2. How Does The Calculator Work?

The calculator uses the AHT formula:

Where:

• \( TT \) — Talk Time (seconds)
• \( HT \) — Hold Time (seconds)
• \( AT \) — After Call Time (seconds)
• \( C \) — Number of Calls

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

3. Importance Of AHT Calculation

Details: AHT is crucial for measuring call center efficiency, staffing optimization, service level management, and identifying areas for process improvement and agent training.

4. Using The Calculator

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

5. Frequently Asked Questions (FAQ)

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

Q2: How can AHT be reduced?
A: Through agent training, improved processes, better knowledge management, and effective use of technology and automation.

Q3: Does lower AHT always mean better performance?
A: Not necessarily. While lower AHT can indicate efficiency, it must be balanced with quality metrics like first call resolution and customer satisfaction.

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

Q5: What factors can affect AHT?
A: Call complexity, agent experience, system performance, customer preparedness, and the nature of the inquiry all impact AHT.