Average Handle Time

Related KPIs

Average Handle Time Interpretation

AHT reflects the time taken to resolve customer inquiries and can indicate the effectiveness of service teams. High values suggest potential inefficiencies, such as prolonged call handling or unresolved issues, while low values may signal effective problem resolution. Ideal targets typically depend on industry standards and customer expectations.

• < 6 minutes – Efficient handling, likely high customer satisfaction
• 6–10 minutes – Acceptable range; monitor for emerging issues
• >10 minutes – Potential inefficiencies; investigate root causes

Average Handle Time Benchmarks

• Contact center average: 7 minutes (Gartner)
• Top quartile performance: 4 minutes (Forrester)

Common Pitfalls

Many organizations overlook the nuances of AHT, focusing solely on reducing it without considering customer experience.

• Rushing calls to lower AHT can frustrate customers. This approach often leads to unresolved issues and increased call backs, negating any perceived efficiency gains.
• Neglecting to analyze call data can mask underlying problems. Without a thorough variance analysis, teams may fail to identify trends that impact AHT negatively.
• Inadequate training for staff can result in longer call times. Employees lacking the necessary skills may struggle to resolve inquiries efficiently, leading to higher AHT.
• Ignoring customer feedback can perpetuate inefficiencies. Without insights from customers, organizations may miss critical pain points that extend handling times.

Improvement Levers

Improving AHT requires a balanced approach that enhances both efficiency and customer satisfaction.

• Implement targeted training programs for staff to boost resolution skills. Well-trained employees can handle inquiries more effectively, reducing AHT while maintaining quality.
• Utilize call analytics to identify common issues and streamline processes. By understanding frequent customer inquiries, organizations can develop quick-reference guides to expedite resolutions.
• Encourage cross-functional collaboration to address systemic issues. Engaging teams across departments can uncover root causes of prolonged handling times and lead to more effective solutions.
• Adopt technology solutions, such as AI-driven chatbots, to handle routine inquiries. This can free up human agents for more complex issues, ultimately reducing AHT.

Average Handle Time Case Study Example

A leading telecommunications provider faced challenges with its Average Handle Time (AHT), which had crept up to 12 minutes. This not only strained resources but also led to declining customer satisfaction scores. Recognizing the urgency, the company initiated a comprehensive program called "Efficiency First," aimed at reducing AHT while enhancing service quality.

The initiative focused on three key areas: staff training, process optimization, and technology integration. Employees underwent intensive training sessions to improve their problem-solving skills and learn new tools for faster resolution. Additionally, the company revamped its call scripts to eliminate unnecessary steps and streamline interactions.

Within 6 months, AHT decreased to 8 minutes, resulting in a 20% increase in customer satisfaction scores. The integration of an AI-driven support system also played a crucial role, handling basic inquiries and allowing agents to focus on more complex issues. This dual approach not only improved operational efficiency but also enhanced the overall customer experience.

As a result, the telecommunications provider saw a significant reduction in call volume, enabling them to allocate resources more effectively. The success of "Efficiency First" positioned the company as a leader in customer service within the industry, showcasing the value of a data-driven approach to managing AHT.