A call center metric that measures the average duration of customer interactions from the moment the call is answered by an agent until it is completed. AHT includes talk time, hold time, and any after-call work or wrap-up time.
Components of AHT
AHT can be broken down into three main components:
- Talk Time: The actual time agents spend actively engaged in conversation with customers, addressing their queries, providing information, or resolving issues.
- Hold Time: The duration when customers are placed on hold during the call, including time spent waiting for assistance or while agents access information or consult with colleagues.
- After-call Work (ACW) or Wrap-up Time: The time agents spend after the call ends to complete necessary tasks such as updating customer records, logging call details, writing notes, or scheduling follow-up actions.
Importance of AHT
AHT is an essential metric used to evaluate agent efficiency, productivity, and the call center's overall performance.
- Agent Efficiency: A lower AHT generally indicates that agents handle customer interactions more quickly, while a higher AHT suggests longer call durations.
- Call Center Performance: AHT helps in assessing the effectiveness of training programs, call handling procedures, and overall operational efficiency.
Measurement of AHT
AHT is typically measured in seconds or minutes. It is calculated by summing the total handle time for all calls and dividing by the number of calls handled.
- Formula: AHT = (Total Handle Time) / (Number of Calls)
