AHT, or Average Handle Time, is a key performance indicator (KPI) used primarily in call centers to measure the total length of time spent on a particular customer interaction. It includes the time spent talking to the customer, hold time, and after-call work or wrap-up time. AHT is typically measured in seconds and minutes.
In a call center environment, AHT is crucial as it helps in managing and planning the workload and staffing requirements. It also gives a fair idea about the efficiency of the customer service representatives. The lower the AHT, the more efficient a call center is considered. However, it's important to balance this with the quality of service provided to customers.
A good AHT can vary depending on the industry and the complexity of the calls. However, a lower AHT typically indicates efficiency and effectiveness.
AHT can be reduced by proper training of the customer service representatives, use of efficient call handling tools, and by streamlining the processes.
Software like CallMiner, Zendesk, and Five9 can help in tracking and reducing AHT.
Lower AHT can lead to increased customer satisfaction, improved efficiency, and cost savings for the company. It also helps in better resource allocation and planning.
While AHT is a valuable metric, it should not be the sole determinant of a call center's performance. It should be used in conjunction with other metrics to get a holistic view of the performance.