In the fast-paced world of call centers, efficient handling of customer interactions is crucial. One key metric that measures efficiency and productivity is Average Handle Time (AHT). In this article, we will explore what AHT is, why it is important in call centers, how to calculate it, industry standards, strategies to reduce the metric, and the benefits it brings to the customer experience.
What is an average handle time (AHT)?
Average Handle Time (AHT) is a metric that measures the average duration it takes for a call center agent to handle a customer interaction from start to finish. It includes the time spent interacting with the customer as well as any related after-call work or wrap-up tasks.
Why average handle time is important in call centers?
- Operational efficiency: AHT directly impacts call center efficiency by influencing agent productivity and resource allocation.
- Cost-effectiveness: Lower AHT allows call centers to handle more customer interactions within a given time frame, reducing overall operational costs.
- Customer satisfaction: Efficient and prompt handling of customer inquiries contributes to a positive customer experience and higher satisfaction levels.
- Workforce optimization: Monitoring Average Handle Time helps identify training needs, process improvements, and opportunities for optimizing workforce management.
What is a good AHT?
The definition of a “good” AHT varies based on the specific industry, call center objectives, and types of interactions handled. However, in general, a good Average Handle Time is one that strikes a balance between efficiency and quality of service, ensuring timely resolutions without compromising customer satisfaction.
How to calculate average handle time
- Start the timer when the call begins.
- Include the total talk time with the customer, including hold time, transfers, and any after-call work.
- Stop the timer when the call is completed or when the agent finishes all necessary tasks related to the interaction.
- Divide the total handle time by the number of interactions to calculate the average.
Industry standard of average handling time
Industry standards for Average Handle Time can vary significantly across different sectors and call center types. It is essential to compare AHT within your industry and consider factors like call complexity, customer expectations, and service level agreements (SLAs).
How to reduce average handle time in call center
The more calls you make, the more clients and customers can be reached, and the more sales you can make. Here are some tips for making more connections:
- Streamline processes: Identify and eliminate unnecessary steps in call handling procedures to reduce handle time.
- Agent training and knowledge: Provide comprehensive training to agents, ensuring they have the skills and knowledge needed to handle customer inquiries efficiently.
- Implement call center technology: Adopt tools like automated workflows, knowledge bases, and customer relationship management (CRM) systems to streamline processes and provide agents with quick access to relevant information.
- Prioritize issue resolution: Train agents to focus on first call resolution and empower them to make decisions that expedite issue resolution.
- Monitor and optimize call scripts: Review call scripts regularly to ensure they are concise, effective, and guide agents toward efficient interactions.
Use AHT to improve the customer experience
By optimizing Average Handle Time, call centers can enhance the customer experience by providing quicker resolutions, reducing hold times, and minimizing the need for customers to be transferred between agents or departments. Efficient handling of customer interactions positively impacts customer satisfaction and loyalty.
