What is call handling time?
Call handling time – typically referred to as average call handling time or average handle time (AHT) – is a key call center metric that is used to measure call center productivity, operational efficiencies, and agent performance. It shows the average duration of the customer interaction in a call center starting from the time a call is initiated to when the call is terminated. It includes call hold times, call transfers, and call wrap-up time. In most cases, improving AHT means improving customer satisfaction.
Calculating average call handling time
To calculate average call handling time, sum up total talk time, total hold time, total call wrap-up time and divide the result by the total number of calls handled.
- talk time (the time call center agents are speaking to customers)
- hold time (the time customers are put on hold during the phone call)
- wrap-up time (the time spent by agents doing any necessary follow-up tasks to complete a customer interaction)
The AHT formula looks something like this:
AHT = (total talk time + total hold time + total wrap-up time) / total calls handled
Wrap-up time (also known as wrap time or after-call work time) might be hard to evaluate as after-call tasks may vary depending on what the call center typically handles. That may include data entry, scheduling follow-ups, sending feedback forms, etc.
Calculating AHT helps with determining agent utilization so you can better allocate your resources, reward agents, or provide further training.
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Frequently asked questions
What is handling time in a call center?
Call handling time, mostly known as average handle time (AHT), is one of the key call center performance metrics tracked in contact centers to measure agent efficiency. It shows the average duration of customer interactions from call initiation to talk time, hold time, call transfers, and after-call work time.
How do you calculate call handling time?
Average handling time is the sum of total talk time, total hold time, and wrap-up time divided by the total number of calls handled.
How can call centers reduce call handling time?
Providing agents with the right call center tools and allowing easy access to knowledge resources can help reduce call handling time. Firstly, with a comprehensive knowledge base, customers can find answers to the most common customer questions on their own. Secondly, an internal knowledge base is an essential component of agent training and a valuable resource that can help agents resolve issues faster and thus reduce AHT and improve customer experience.
Expert note
Call handling time, also known as AHT, is a vital call center metric that measures the average duration of customer interactions. Improving AHT boosts customer satisfaction.
Improving hold time in customer service can be achieved through educating employees to handle requests more efficiently and considering hiring new staff if necessary. Using various communication channels can also reduce downtime and allow customers to choose the option that suits them best. LiveAgent offers tools, such as time rules and reporting features, to improve customer service productivity and efficiency.
Call center supervisors are essential to providing great customer service through traditional phone support. They train agents, oversee daily operations, manage databases, and ensure the company's goals are met. Their duties also include performance evaluation, customer service management, and assisting employees. To be successful, they need strong management, communication, leadership, and problem-solving skills, as well as a desire for self-improvement. Thus, it is important to hire skilled supervisors who possess these traits.
What is Call Center Technology?
Call center technology refers to the tools, both software and hardware, used by call centers for inbound and outbound calls. Cloud-based call centers, omnichannel support, and self-service tools are among the emerging trends in call center technology. Software solutions like LiveAgent offer features like SIP trunking and VoIP services to help businesses improve their communication with customers. The technology works through a private cloud, utilizing voice over internet protocol and intelligent customer routing. Essential components of call center technology include VoIP softphones, IVR, voicemail messages, pre-recorded responses, and call center queue management options.
Call center managers are responsible for overseeing call center operations and employee performance. They must optimize call center performance, handle customer interactions, and improve customer satisfaction. Skilled call center managers are required, and the hiring process should be thorough to ensure the right candidate is selected. An effective call center manager should have emotional intelligence, be a strong leader, and build relationships with their team. The role is challenging but can be lucrative. Streamlined communication between workers and customers is a priority for call center managers.
