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)

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