Average handle time (AHT) is a key metric that helps contact centers streamline their operations and improve customer satisfaction. It measures the average amount of time it takes for an agent to handle a customer inquiry from start to finish.
Data shows that 66% of customers still resolve their queries using the telephone. Therefore, keeping handling times low can greatly increase customer satisfaction.
According to Call Center Helper, the industry’s standard AHT is 6 minutes and 3 seconds, while a report from Cornell University shows that AHTs of 282 seconds are common in business and IT focused-centers, but in telecommunications, AHTs can reach up to 528 seconds.
By monitoring AHT, contact centers can identify areas for improvement and implement strategies to reduce handle time, such as providing agents with better tools and resources or streamlining processes.
Learn more about AHT and how it impacts the Customer Experience