Average Handle Time (AHT)

Benchmarking Report

Average Handle Time (AHT)

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, selected industry averages, characteristics of high performers and technical details on measuring call center Average Handle Time (AHT). Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Average Handle Time (AHT)?

The average number of seconds required to handle a single call within the call center (includes inbound and outbound calls), including any after-call work and/or hold time that is required.

Why should Average Handle Time (AHT) be measured?

This KPI measures the productivity and efficiency of call center representatives and call handling practices. A high value for this metric can indicate poor in-call processes for account verification or problem definition, a lack of representative training or poor call routing procedures, all of which can lead to bloated average handle times and sub-par customer satisfaction. Excessive hold times and unnecessary after-call work exacerbate the issue and prevent representatives from moving on to other calls.


Download a Sample Average Handle Time (AHT)

Frequently Asked Questions

Q: How do you collect and validate your data?

A: From real-world consulting engagements with Fortune 500 leaders. We’ve spent 25 years conducting original research and anonymizing data from our engagements with top companies around the world. Every single data point we collect is scrutinized by our analysts to conform to established baselines and our rigorous in-house validation process. We won’t serve it up to you unless it meets our tough standards for utility and value.

Q: How much information will my Benchmarking Report contain?

A: Enough to produce a useful benchmark. And rest assured that it’s all current, validated, and useful. We only include data that’s been collected in the last five years. And while sample sizes vary by KPI, the average is 25, and the high end can surpass 1,000.

Q: How often do you update your reports?

A: Every year. We’re constantly gathering, scouring, and processing new data. We update our reports based on trends our analysts detect in the data, as well as the demand from our consulting clients and customers like you.

Q: Your download-able reports look great. But I need something custom. Can you help?

A: Heck yes. Our crack research teams just love custom assignments, and would be delighted to perform targeted research tailored to your specific requirements. Find out just how fast and affordable this is: Email us (info@opsdog.com) or call us at 866.650.2888 and one of our friendly professionals will be happy to answer all your questions.

Have a question? Call: 844-650-2888 Email: info@opsdog.com