Average Handling Time

Related KPIs

Average Handling Time Interpretation

High AHT values can indicate inefficiencies in customer service processes, while low values suggest streamlined operations. Ideal targets typically range from 6 to 8 minutes, depending on the industry and service complexity.

• <6 minutes – Exemplary performance; indicates high efficiency
• 6–8 minutes – Acceptable range; maintain focus on process improvements
• >8 minutes – Potential issues; investigate root causes and implement changes

Average Handling Time Benchmarks

• Contact center average: 7 minutes (Gartner)
• Top quartile performance: 5 minutes (Forrester)

Common Pitfalls

Many organizations overlook the nuances of AHT, leading to misguided strategies that can harm customer satisfaction.

• Focusing solely on reducing AHT can compromise service quality. Agents may rush through calls, resulting in unresolved issues and frustrated customers, ultimately damaging retention rates.
• Neglecting to provide adequate training for staff can lead to longer handling times. Without proper knowledge and skills, agents struggle to resolve inquiries efficiently, increasing AHT and customer dissatisfaction.
• Failing to leverage technology for call routing and data access can hinder performance. Inefficient systems slow down agents, forcing them to spend more time on each interaction and negatively impacting AHT.
• Ignoring customer feedback can perpetuate inefficiencies. Without understanding the pain points customers face, organizations miss opportunities to streamline processes and reduce handling times.

Improvement Levers

Enhancing AHT requires a multifaceted approach that prioritizes efficiency and customer satisfaction.

• Implement advanced call routing systems to connect customers with the right agents quickly. This reduces wait times and ensures inquiries are handled by knowledgeable staff, improving overall AHT.
• Invest in ongoing training programs for customer service representatives. Regular skill development helps agents resolve issues faster and enhances their confidence in handling complex inquiries.
• Utilize analytics to identify common issues and streamline workflows. By understanding frequently asked questions, organizations can develop self-service options, reducing the volume of calls and improving AHT.
• Encourage a culture of continuous improvement by regularly reviewing AHT metrics. Engaging teams in discussions about performance fosters accountability and drives initiatives to enhance operational efficiency.

Average Handling Time Case Study Example

A leading telecommunications provider faced challenges with its Average Handling Time (AHT), which had climbed to 12 minutes. This extended handling time was causing customer frustration and negatively impacting satisfaction scores. To address this, the company initiated a comprehensive review of its customer service processes, focusing on training and technology enhancements.

The initiative involved implementing a new customer relationship management (CRM) system that provided agents with instant access to customer histories and common solutions. Additionally, the company invested in training programs that equipped agents with the skills to handle inquiries more efficiently. These changes aimed to streamline interactions and reduce the time spent on each call.

Within 6 months, the telecommunications provider saw AHT decrease to 8 minutes, significantly improving customer satisfaction scores. The enhanced CRM system allowed agents to resolve issues faster, while the training programs empowered them to handle complex inquiries with confidence. As a result, the company not only improved its operational efficiency but also strengthened customer loyalty.

The success of this initiative led to a broader adoption of similar strategies across other departments, reinforcing the importance of AHT as a key performance indicator. By focusing on continuous improvement and leveraging technology, the telecommunications provider positioned itself for sustained growth and enhanced customer experiences.