Average handle time (AHT) is a measure of the average amount of time that is required to handle a customer interaction or inquiry. It is often used in customer service and support environments to evaluate the efficiency and effectiveness of the support process.
To calculate AHT, the total amount of time spent on a customer interaction is divided by the number of interactions. For example, if a customer service representative (CSR) handles 10 customer interactions in a day and spends a total of 60 minutes on those interactions, the AHT would be 6 minutes per interaction.
AHT is an important metric because it can impact the efficiency and effectiveness of the support process. High AHT may indicate that the process is taking longer than necessary to resolve customer inquiries or issues, which can lead to reduced customer satisfaction and increased costs. Low AHT, on the other hand, may indicate that the process is efficient and effective at resolving customer inquiries in a timely manner, which can lead to increased customer satisfaction and cost savings.
To improve AHT, organizations may need to identify and address the root causes of longer handle times. This may involve streamlining processes, investing in new technologies or tools, or providing additional training and support to customer service representatives. By continuously monitoring and improving AHT, organizations can optimize their support processes and improve the overall customer experience.