Learn what average handle time (AHT) is and how to calculate it in customer service. AHT is the total amount of time an agent spends on a customer conversation, including talk time, hold time, and after-call work time. Discover factors influencing AHT and strategies to keep AHT low, such as using analytics, optimizing customer self-service options, and improving agent training materials.
The video discusses average handle time (AHT) and its importance for customer service. AHT can be measured across various communication channels and factors like wait times, follow-up communication, and support tasks can influence AHT. The ideal AHT varies by industry but a general sweet spot is six minutes and six seconds. Strategies to keep AHT low include using analytics to identify factors causing extended AHT, optimizing customer self-service options, and improving agent training materials.
hey everyone today we're talking about
average handle times aht for short
we'll cover what average handle time
means how to calculate your current aht
and what you can do to optimize your aht
to improve your overall resolution rates
let's get right to it
over 90 percent of customers say the
biggest indicator of high quality
customer service is a fast response to
customer questions and support requests
remember that eht can be measured across
not just voice calling but also customer
service communication channels like live
website chat email sms texting and more
factors influencing aht include
how long it takes for a customer to
connect to an agent or navigate an ivr
how long the customer spends on hold or
waits to hear from representative any
how long it takes team members to
complete related support tasks after
they finish speaking with the customer
though the ideal aht varies by industry
the general sweet spot is an aht of six
minutes and six seconds to calculate
add up your daily talk time your daily
total hold time and your daily total
after call work time
then divide that sum by the total number
of daily customer conversations to get
your average handle time let's look at
this example and find the average handle
time for one day in a small call center
which had the following
a total daily talk time of 1500 minutes
a total daily hold time of 2200 minutes
a total after call work time of 3000
and total customer conversation per day
rate of 250. that's 1500 plus 2200 plus
3 000 which equals 6700 minutes which
divided by 250 calls amounts to 26.8
minutes average handle time
now let's talk about strategies you can
use to keep your average handle time
under that coveted six minutes step one
use analytics to clarify factors causing
extended ahts first figure out what's
really causing an increased ht by
reviewing your analytics and kpis keep
in mind that the true causes are likely
to be different from what you expect
monitor metrics like average hold time
average culturation missed calls and
first call resolution rates over a
period of at least a few weeks to
illuminate the root cause of long hail
times this is where contact center
software features like ai-powered
insights automated reports and nlp
really come into play
step 2 optimize customer self-service
options employing customer self-service
features like interactive voice response
advanced call routing strategies and ai
based business process automations is
another effective way to keep your aht
low instead of waiting on hold for a
live agent customers can enter in key
details like account information
navigate the ivr menu to ensure they
connect to the right agent or department
and state the reason for their call this
slashes ht and improves customer
satisfaction rates in the process step
improve agent training materials
sometimes extended aht is the fault of
outdated or inefficient employee
training create or update your
searchable internal knowledge base to
make it easy for agents to access all
the information they need to assist a
customer without having to place them on
hold or schedule a follow-up
survey your team members and find out
areas for training improvement and
listen in on support calls to figure out
where agents are getting tripped up
taking these steps will help you to
lower your aht in no time if you enjoyed
this video remember subscribe by hitting
the notification bell to keep up with
our journey to simplify the voip world
and for more information on average hill
times and how to optimize them check out
the article in the description box below
till next time this is nate from get
In today's fast-paced world, customers expect prompt and efficient customer service. One of the key indicators of high-quality customer support is a quick response time. This is where Average Handle Time (AHT) comes into play.
AHT is the total amount of time an agent spends on a customer conversation, including talk time, hold time, and after-call work time. It can be measured across various communication channels like voice calling, live chat, email, and SMS texting.
Factors that influence AHT include:
Ideally, the AHT should be around six minutes and six seconds. However, the actual optimal AHT may vary depending on the industry. To calculate your AHT, add up the daily talk time, total hold time, and after-call work time, then divide by the total number of daily customer conversations.
Strategies to optimize AHT:
1. Use analytics: Analyze metrics like average hold time, call abandonment rate, and first call resolution rates to identify the root causes of extended AHT. Contact center software with AI-powered insights and analytics can provide valuable information.
2. Optimize customer self-service options: Implement interactive voice response (IVR) systems, advanced call routing strategies, and AI-based automations to allow customers to handle simple tasks without the need for a live agent. This reduces AHT and improves customer satisfaction.
3. Improve agent training materials: Ensure your agents have access to a searchable internal knowledge base that provides all the necessary information to assist customers. Regularly survey your team members, listen in on support calls, and identify areas for training improvement to reduce AHT.
By implementing these strategies, you can optimize your AHT and provide faster, more efficient customer support. Remember, a quick response time is a crucial aspect of delivering exceptional customer service.
For more information on average handle times and how to optimize them, check out our article in the description box below.
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