Average Handling Time (AHT)

What is AHT?

The AHT, or more precisely, the Average Handling Time, is the average call handling time of a call after customers have been put through to customer support. Average Handling Time is an important metric in customer service or call centres and is often used to determine the efficiency of telephone or live chat support.

AHT is interpreted differently depending on the company. Many companies see AHT as the average sum of call time between the person calling and the service worker(s). Many call centres also include the callers’ waiting time in the AHT.

How do you calculate AHT?

As a rule, the Average Handling Time is given in minutes or seconds. Call Centre Help magazine estimates the average AHT, regardless of industry, to be six minutes. However, due to individuality, different industry criteria and other factors, this should not be regarded as a standard.

Usual calculation of AHT for telephone calls:

AHT = (total call time + waiting time + follow-up time) / total number of calls

Some companies may not count waiting and follow-up time as intra-company AHT. Consequently, the calculation would have to be adjusted in this example.

Usual calculation of AHT for chat support:

AHT = (total talk/chat time + follow-up time) / number of chat requests

Usual calculation of AHT for email support:

AHT = (time spent on customer enquiries) / number of cases solved

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AHT analysis

There are many reasons why Average Handling Time (AHT) is too long. Those responsible in customer service must regularly get to the bottom of these and take appropriate measures to optimise them.

Is the staff scheduling faulty?
Is the waiting time in the hotline too long? If so, why?
Is the interaction between the talkers too long?
Are the tools used unsatisfactory and unsuitable for finding solutions?

To answer these and other questions, those responsible must carry out a precise analysis of all processes, work steps and software in customer support and put them in relation to each other.

Why is the AHT important?

The control and constant optimisation of AHT is not only important for improving the quality of customer service, but is also an important factor in optimising staff scheduling and reducing costs. If customer service managers are aware of the exact AHT, they can adjust staffing plans and ensure that the right number of agents are assigned to provide optimal customer service.

A low Average Handling Time is a sign of a productive, well-organised company with an excellent level of service. Good AHT improves customer satisfaction and enables staff to respond to more service requests.