Average Handle Time (AHT)
Definition: The average number of seconds required to handle a single call (includes inbound and outbound calls), including any after-call work that is required.
Discussion: Average Handle Time is a basic Call Center Key Performance Indicator (KPI) that measures the typical amount of time required to handle a single incoming customer call, including any required after-call (or call wrap-up) work. A high, or lagging, value for this KPI can have multiple root causes: poor in-call processes for account verification or problem definition, lack of representative training or poor call routing procedures can all lead to bloated average handle times and sub-par customer satisfaction. Look to reduce hold time, improve representative capabilities and eliminate unnecessary after-call work to improve average handle times.