What’s Average Handle Time (AHT) and How Do We Measure It?
Discover the essentials of Average Handle Time (AHT)—what it is, how to measure it, and practical strategies call centers can use to optimize operations and enhance customer satisfaction.
Understanding AHT is a challenging task. This blog post will go through examples of how to handle it, and why it matters.
So, What is Average Handle Time (AHT)?
Average Handle Time (AHT) measures the total time spent on a customer interaction, from the moment the call starts to its conclusion. This includes hold times, transfers, and post-call tasks like record updates.
You can read more about AHT in AI here.
Why Do We Care About Average Handle Time?
Did you know? A poor customer experience can drive away 51% of customers after just one bad interaction.¹ Monitoring AHT is crucial for gauging customer satisfaction, team efficiency, and overall operational success. It tells us how quickly our team can help customers. That’s why it’s super important for call centers to keep an eye on it. If you’re interested in understanding common customer service challenges and how to address them, check out this article.
What’s a Good Average Handle Time?
Optimal AHT benchmarks vary by industry. For instance, a Cornell study highlights that telecom providers target just over 8.5 minutes, while banks and IT services aim for approximately 4.75 minutes. Complex calls may require longer handling times. If calls are tricky or super important, they might take longer. One way to improve AHT is by decreasing call transfers, which you can learn more about in this guide.
How Do We Work Out Average Handle Time?
To calculate AHT, include all aspects of the interaction—call duration, hold times, and After Call Work (ACW), such as updating records or scheduling follow-ups. This is stuff like updating records or planning the next steps. A crucial aspect of improving AHT is ensuring that issues are resolved in the first contact, known as First Contact Resolution. Dive deeper into this topic here.
Tips to Get Better at Average Handle Time in Call Centers
- Identify Delays: Analyze calls to pinpoint issues such as long silences, extended hold times, or frequent escalations.
- Empower Your Team: Offer targeted training to reduce dependencies on supervisors.
- Optimize Resources: Equip agents with user-friendly tools and comprehensive guides for faster resolution.
More examples and methods can be found in Reduce AHT with Conversational IVR.
How Teneo Optimizes AHT Results
At Teneo, we prioritize optimizing Average Handle Time (AHT) without compromising the quality of customer experiences for an Agentless Contact Center future. Our approach combines cutting-edge technology, strategic training programs, and a relentless focus on efficiency to help call centers achieve their goals.
AI-Powered Tools: Teneo leverages advanced conversational AI to provide agents with real-time, accurate information. This minimizes the time spent searching for solutions, ensuring faster issue resolution and reducing hold times.
Comprehensive Agent Training: We empower agents through targeted training programs, equipping them with the skills and knowledge to handle complex queries independently. This reduces the need for escalations and shortens call durations.
First Contact Resolution (FCR) Focus: Teneo emphasizes resolving customer issues during the first interaction. By minimizing follow-ups and enhancing problem-solving efficiency, we help call centers reduce after-call work and improve overall AHT. You can read more on how to improve FCR ratio here.
Driving Innovation for the Future: Teneo is continually innovating, integrating new AI advancements and data-driven strategies to further optimize AHT and ensure call centers remain at the forefront of efficiency.
Ready to take your AHT to the next level? Contact us today to schedule a free demo and see how Teneo can transform your operations.
Further Reading and Resources
For a deeper dive into enhancing your call center’s performance and customer experience, explore the following articles:
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