Performing the job of a call center agent is never easy. From handling customer requests to resolving their queries, the calls received by the call center agents per day are huge and varied. Therefore, accomplishing success in their profile largely depends on the average time taken by them to end a call or resolve a query. This, in call center metrics, is known as Average Handle Time (AHT).
Average Handle Time is a call center metric that measures the amount of time it takes for a call center executive to complete a certain task or help a caller reach a resolution. An important parameter to measure efficiency, AHT is not solely based on the call duration but also a number of other factors such as:
Talk time: The amount of time spent by an agent while talking to a customer until reaching a resolution.
Hold time: The amount of time for which the caller was put on hold by the agent to gather the requisite
information. This does not include the customer’s time spent waiting in a queue.
After-call time: The time spent on completing the paperwork and other related tasks after the call has ended. It
is also known as the total wrap time or post-call work time.
How to Measure AHT?
Since it is extremely important for the call centers to keep a close track on its agents’ AHT, a standard formula has been devised to calculate this metric:
AverageHandlingTime = (TotalTalkTime + TotalHoldTime + TotalWrapTime) / NumberOfCallsHandled
While measuring AHT is important from time-to-time, the call centers must remember that it is not the only criteria to measure productivity. Setting benchmarks and keeping a track of the agents’ performance is important to help identify the