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.

This site is registered on wpml.org as a development site. Switch to a production site key to remove this banner.