Average Handling Time (AHT)
Definition:
Average Handle Time (AHT) is a key metric used to measure the average duration of a customer call from start to finish, including all related activities.
Key Elements:
Comprehensive Measurement: Includes talk time, hold time, and after-call work.
Performance Benchmarking: Used to evaluate agent performance and efficiency.
Customer Impact: Affects customer satisfaction and overall service quality.
Why AHT Matters:
Monitoring AHT helps organizations optimize call center operations, ensuring timely customer service while managing costs effectively.
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