- Genesys states AHT covers talk, hold, transfers, and after-call work Source: Genesys.
- NICE adds dialing and contacting times for outbound calls Source: NICE.
- CallMiner recommends collecting talk, hold, and post-call data, then dividing by total calls Source: CallMiner.
What is Average Handling Time (AHT) and Why Is It Important?
Average Handling Time (AHT) measures the average duration needed to resolve a support request. It includes talk time, hold time, and follow-up or after-call work. AHT serves as a vital indicator of contact center efficiency, agent productivity, and customer experience. HubSpot explains that AHT covers time spent on hold, delays, and follow-up actions, providing insight into support team performance and speed Source: HubSpot. Intermedia emphasizes AHT's role in planning staffing and evaluating support quality, noting that a balanced AHT boosts customer satisfaction while controlling operational costs Source: Intermedia. You can also explore strategies to optimize your support processes in our article on social media support and customer service.
How Is Average Handling Time Calculated?
Calculating AHT involves summing all the time spent on interactions—talk, hold, and after-call work—and dividing by the total number of calls during a specific period. The formula is:
AHT = (Total Talk Time + Total Hold Time + Total After-Call Work) / Number of Calls
For example, with 10,000 seconds of talk, 5,000 seconds of hold, and 6,000 seconds of after-call work across 400 calls:
AHT = (10,000 + 5,000 + 6,000) / 400 = 21,000 / 400 = 52.5 seconds
Sources highlight components included in AHT:
Case studies reveal that identifying inefficiencies—such as system response delays—can significantly reduce AHT. For instance, a billing company used CallMiner Eureka to pinpoint system-related delays. After system improvements, their AHT dropped by 11 seconds overnight, demonstrating the value of detailed component analysis. Accurate AHT calculation requires capturing all relevant time components, avoiding omissions like abandoned calls or unrecorded interactions, to ensure reliable performance metrics and operational insights [Sources: Calculator Academy, NICE, Genesys, CallMiner]. To learn more about tools that can help you monitor and improve AHT, check out our guide on social media analytics.
What Are the Best Ways to Reduce Average Handling Time?
Implement Comprehensive Agent Coaching and Training
Targeted coaching and thorough training equip agents with the knowledge of resources like CRM systems and call scripts. Regular refreshers and role-playing sharpen problem-solving skills, enabling quicker issue resolution without sacrificing quality Source: Lightico, Assembled. Also, consider leveraging tools like AI-powered self-service to empower agents and customers alike.
Develop and Maintain a Robust Knowledge Base
An organized, searchable knowledge base allows agents to find troubleshooting steps and product details swiftly. Regular updates maintain relevance, and self-service resources for customers can decrease call volume and handling times Source: Call Centre Helper, Talkdesk. For strategies on content management, see our article on social media content calendar.
Utilize Call and Screen Recording for Quality Assurance
Recording interactions helps identify bottlenecks and training needs. Analyzing recordings enables managers to coach agents on reducing pauses, repetitive questions, and lengthy explanations—shortening calls while maintaining service quality [Sources: Call Centre Helper, Assembled]. Discover more about social media content moderation, which can also be applied in maintaining quality standards.
Automate Routine Tasks and Processes
Automating repetitive actions like data entry, follow-up emails, or form filling speeds up interactions. Tools such as web forms, AI suggestions, and co-browsing facilitate faster assistance, reducing AHT [Sources: Lightico, Talkdesk]. Explore how AI in social media marketing can streamline your customer engagement.
Optimize Call Scripts and Interaction Flows
Providing clear, adaptable scripts ensures consistency and efficiency. Including prompt questions and guiding agents to gather key information early minimizes back-and-forth, reducing call lengths Source: HubSpot. Check out our article on social media content strategy for best practices in communication.
Monitor and Manage New and Underperforming Staff
Supervising new hires through call monitoring and feedback helps identify training gaps early. Pairing high-AHT agents with low-AHT peers promotes best practices and lowers overall AHT [Sources: Call Centre Helper, Lightico]. For insights on building effective teams, visit our guide on social media community management.
Reduce Unnecessary Small Talk and Long Greetings
Training agents to start with concise greetings and focus on resolving issues quickly cuts call length. Emphasizing resolution over extended pleasantries enhances customer experience without prolonging calls [Sources: Assembled, HubSpot]. To improve engagement, explore social media engagement strategies.
Implement Real-Time Analytics and Dashboards
Dashboards tracking AHT, hold times, and agent performance enable immediate adjustments. Recognizing top performers during shifts helps optimize schedules and improve overall service levels [Sources: Talkdesk, Assembled]. Learn more about social media KPIs to measure your performance effectively.
Encourage Active Listening and Clear Problem Clarification
Teaching agents to ask comprehensive questions and repeat issues early ensures understanding. This approach reduces follow-up questions and lengthy explanations, boosting first contact resolution (FCR) and lowering AHT [Sources: Call Centre Helper, Lightico]. For enhancing support quality, see our article on social listening complete guide.
Leverage Technology: Co-Browsing, AI Assistance, and Self-Service
Utilize co-browsing to guide customers visually, decreasing confusion. AI suggestions help find information faster, while self-service options divert simple inquiries from agents—together, these tools lower AHT [Sources: Talkdesk, Lightico, HubSpot]. To explore more AI tools, visit our AI marketing complete guide.
How Does Average Handling Time Impact Customer Satisfaction?
AHT influences perceptions of efficiency and quality. Low AHT suggests prompt service; however, excessively low times may imply rushing, risking neglect of thorough resolution and empathy—causing dissatisfaction. Conversely, high AHT can reflect thoroughness but may frustrate customers due to long waits and perceived inefficiency.
NICE highlights that rushing calls to reduce AHT can leave customers feeling unheard, lowering satisfaction Source: NICE. CMSWire notes that long calls—often due to complex issues or inefficient processes—can frustrate customers even if they achieve resolution Source: CMSWire. To further enhance customer experience, consider integrating social media customer experience.
Case studies show that centers pushing to lower AHT without proper training or knowledge bases risk increasing transfer rates and repeat calls—damaging customer experience. Conversely, using AI tools like intelligent routing and real-time insights can speed resolution without sacrificing quality. Invoca’s AI platform, for example, offers pre-call insights and summaries, helping agents resolve issues faster and maintain high satisfaction Source: Invoca. Learn more about social media trends 2025 to stay ahead.
Industry benchmarks suggest that an AHT around six minutes supports high CSAT scores, provided interactions remain quality-focused. Combining AHT management with metrics like First Call Resolution (FCR) and Customer Satisfaction Score (CSAT) offers a holistic approach to improving the customer experience Source: HubSpot. For more insights, check our social media benchmarks 2025.
What Are the Common Challenges in Managing Average Handling Time?
Managing AHT involves hurdles that can affect satisfaction and efficiency. An overemphasis on reducing AHT may lead to rushed interactions, unresolved issues, and lower CSAT or NPS scores [Source: CallMiner]. For instance, pushing agents to shorten calls without proper training can increase repeat calls and reduce first-call resolution.
Inconsistent measurement complicates improvements—variations in recording components like talk, hold, and after-call work hinder benchmarking [Source: Zendesk]. Outdated systems slow agents down, inflating AHT and reducing efficiency. Poor training and knowledge management also contribute; without continuous coaching, agents struggle with complex issues, extending calls. Call transfer inefficiencies and routing errors further prolong interactions, frustrating customers.
Balancing speed with quality remains challenging: aggressive reductions risk poor service, while leniency inflates costs and reduces capacity. Effective management combines technological upgrades, process improvements, agent training, and performance monitoring to optimize AHT. For strategies on overcoming these challenges, see our article on social media threat monitoring.
What Tools Help Track and Improve Average Handling Time?
Zendesk Workforce Management Software
Zendesk offers AI-powered forecasting, scheduling, and real-time performance tracking. Managers can analyze agent activity, identify inefficiencies, and optimize AHT. Its auto-scheduling reduces overtime and wait times, boosting call speed and resource use [Source: TimeShift].
CallTools—AHT Improvement Tools
CallTools provides IVR systems, intelligent routing, and knowledge bases. Chatbots handle simple queries; CRM integrations provide instant data access. AI-driven transcription and guidance streamline calls. AI-powered tools can significantly improve AHT performance. For more about leveraging AI, visit AI social care in social media support.
AmplifAI
AmplifAI delivers data-driven coaching, real-time analytics, and dashboards. It identifies bottlenecks and training needs, enabling personalized coaching. Automated quality assurance and speech analytics help lower AHT while maintaining quality [Source: AmplifAI]. Discover other solutions in our social media advertising complete guide.
MaestroQA
MaestroQA automates quality assurance with customizable scorecards. Companies using this platform achieved up to 30% reduction in AHT by identifying process inefficiencies and coaching opportunities. Integrations with Zendesk and Salesforce facilitate detailed analytics [Source: MaestroQA].
CronSights
CronSights, integrated with Salesforce Service Cloud, offers precise performance metrics, including AHT. It pinpoints delays and bottlenecks, enabling targeted process improvements. Real-time data helps reduce SLA breaches and optimize call durations [Source: CronSights].
The added internal links will help readers navigate related topics and deepen their understanding of optimizing support efficiency and customer experience.
