Average Handling Time

A customer service call center is usually the place that answers your call when you dial the number on the back of a product that you just purchased when you need assistance with something. The people who answer these phones can often be very useful to the customer and provide them with the information that they need. It is often the first place where distraught customers turn.

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JanviRathore
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Joined: Fri Jul 31, 2015 5:04 am

Average Handling Time

Postby JanviRathore » Mon Aug 17, 2015 10:43 am

What is an Average Handling Time?

TarunPratap
Posts: 7
Joined: Fri Jul 31, 2015 6:07 am

Re: Average Handling Time

Postby TarunPratap » Tue Aug 18, 2015 11:01 am

Average handle time (AHT) is a call center performance metric that connotes average time that a caller spends on a single call. It includes hold time, talk time, and other allied tasks in tandem with the call initiated. Usually, call queue and ring time is not included in AHT. AHT helps in depicting agent’s performance plus call center’s efficiency.
AHT= Total (Talk time+ Wrap up time +Hold Time)
Number of Calls Handled


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