As technology continues to evolve, communication channels have diversified and become more efficient. Call centers, where businesses offer customer support via phone calls, have remained a popular communication channel for many organizations. To ensure high-quality service delivery, call centers have developed several metrics, including Average Handle Time (AHT). In this article, we will define AHT, show how it impacts call center operations, and how it can benefit organizations.
The Basics: What is AHT?
Average Handle Time (AHT) is a metric used in call centers to measure the time it takes for a customer service agent to resolve a customer’s concern from the moment the agent picks up the call until the agent disconnects the call. AHT includes the time agents spend talking to the customer, placing the customer on hold, researching customer information, and completing any post-call work.
🔎 It is essential to note that AHT is not the same as call duration. Call duration measures the time from when a call connects to when it disconnects, while AHT measures the time spent handling the customer’s concern.
Why is AHT important?
According to a study by CallCentreHelper, the average AHT across different industries is 6 minutes and 2 seconds. While agents aim to resolve customer concerns thoroughly and efficiently, exceeding the industry’s AHT benchmark can result in a backlog of calls or unsatisfied customers.
🔎 AHT is an essential metric for call center managers as it helps them to:
| Benefits of AHT in Call Centers |
|---|
| • Measure agent performance |
| • Identify inefficiencies and bottlenecks in the call center |
| • Improve customer experience |
| • Plan and optimize staffing |
How is AHT calculated?
Calculating AHT is simple, and it involves adding the total time an agent spends on a call and any related work after the call, then dividing it by the number of calls handled.
The formula for calculating AHT is:
AHT = (Total Talk Time + Hold Time + Post-call Work Time)/ Total Number of Calls Handled.
Factors that impact AHT
Several factors impact AHT in a call center, and they include:
- Length of calls: Longer calls increase AHT and reduce the number of calls an agent can handle in a day.
- Hold time: Placing customers on hold increases AHT and can reduce customer satisfaction.
- Call complexity: Dealing with complex issues can increase AHT.
- Agent proficiency: Agents with more experience and skills tend to have a lower AHT.
Benefits of using AHT in Call Centers
Identifying AHT can help businesses optimize their call center operations and improve customer satisfaction. Some of the benefits are:
- Improved agent productivity: By identifying inefficiencies and knowledge gaps, agents can be trained to handle customer concerns more quickly and effectively.
- Enhanced customer service: By reducing AHT, agents can spend more time with customers and better meet their needs.
- Increased profitability: By reducing the time spent on calls, call centers can handle more calls, increase efficiency, and revenue.
FAQs
What is a good AHT?
The industry benchmark for AHT is 6 minutes and 2 seconds. However, optimal AHT will vary depending on the industry and business goals.
What is included in AHT?
Anything that an agent does while handling a call is included in AHT. This includes total talk time, hold time, and post-call work time.
What is the difference between AHT and ASA?
Average Speed of Answer (ASA) is the average time it takes for a customer’s call to be answered by an agent. AHT, on the other hand, measures the time it takes to resolve the customer’s concern after the agent has answered the call.
How can call centers reduce AHT?
Call centers can reduce AHT by training agents, optimizing call routing, and upgrading their technology infrastructure.
Does AHT impact customer satisfaction?
Yes, long AHT can result in reduced customer satisfaction. Customers want their concerns resolved quickly and efficiently, and long AHT may result in unsatisfied customers.
What happens if an agent exceeds AHT?
Exceeding the target AHT may lead to poor performance reviews, demerits, or even termination of employment. It may also result in reduced customer satisfaction and increased management costs.
What is the relationship between AHT and FCR?
A higher First Call Resolution (FCR) rate can result in a lower AHT since resolving the customer’s concern on the first call reduces the time spent on future calls related to the same issue.
How can businesses measure AHT?
Businesses can measure AHT by using call center software equipped with AHT metrics or manually calculating AHT using spreadsheets.
What is the impact of AHT on staffing?
By optimizing AHT, businesses can efficiently plan their staffing requirements, thus improving the utilization of resources and reducing costs.
Does AHT apply to other channels besides phone calls?
AHT can be applied to other communication channels such as chats, emails, and social media. However, the calculation process may differ slightly depending on the communication channel.
What is the ideal agent-to-supervisor ratio in a call center?
The ideal agent-to-supervisor ratio is 15:1.
What other call center metrics are worth monitoring besides AHT?
Other call center metrics worth monitoring include First Call Resolution (FCR), Customer Satisfaction Score (CSAT), and Average Speed of Answer (ASA).
Conclusion
In conclusion, AHT is an essential metric in call center management. By measuring AHT, businesses can optimize their call centers, improve agent productivity, increase customer satisfaction, and improve their profitability. Organizations can optimize AHT by training their agents, upgrading technology infrastructure, and optimizing call routing. By doing so, businesses can deliver high-quality customer service and improve their bottom lines.
Thank you for reading our article on AHT definition in call centers. If you have any further questions or comments, feel free to contact us.
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