{"id":748,"date":"2023-11-16T09:14:38","date_gmt":"2023-11-16T09:14:38","guid":{"rendered":"https:\/\/leadsrain.com\/direct-marketing-glossary\/?p=748"},"modified":"2023-11-22T09:16:42","modified_gmt":"2023-11-22T09:16:42","slug":"what-is-average-handling-time","status":"publish","type":"post","link":"https:\/\/leadsrain.com\/direct-marketing-glossary\/predictive-dialer\/what-is-average-handling-time\/","title":{"rendered":"What is the Average Handling Time?"},"content":{"rendered":"\n<p>In this FAQ section, we&#8217;ll strive for your answer to the concept of &#8220;What is Average Handling Time (AHT)?&#8221; So, to explore the intricacies of average handling time, you must walk through its concept, importance, and a good AHT.<\/p>\n\n\n\n<p>Your time and your customer&#8217;s time are valuable therefore it should be respected and efficiently utilized!<\/p>\n\n\n\n<p>AHT is a customer service metric. It is used to measure the average duration of interaction with their potential customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Interpreting Average Handling Time&nbsp;<\/b><\/h2>\n\n\n\n<p>Average handling time also known as AHT in short. AHT is a kind of metric that is commonly used in contact centers to measure the average amount of time taken to handle a customer&#8217;s issue.<\/p>\n\n\n\n<p>Average handling time involves elements such as hold time, call transfer time,&nbsp; the time spent on completion of interactions with the customers, and other additional tasks during the conversation period. AHT is generally measured as a <a href=\"https:\/\/leadsrain.com\/blog\/call-center-metrics-and-kpis\/\">key performance indicator (KPI) in contact centers<\/a>.<\/p>\n\n\n\n<p>Positive and efficiently generated customer experiences matter! According to Salesforce research, more than 80% of customers showcase the company&#8217;s importance and share valuable and positive experiences. And almost 96% assert that outstanding customer service enhances and builds trust.<\/p>\n\n\n\n<p>When selecting staffing tiers in call centers. average handling time becomes a key factor.<\/p>\n\n\n\n<p>Average Handling time is considered one of the most popular metrics among others due to its supportive nature towards its customers.<\/p>\n\n\n\n<p><strong>AHT includes the following tasks on which time is spent;<\/strong><\/p>\n\n\n\n<ul>\n<li>Interacting with call menus such as&nbsp; IVR systems and pre-recorded messages<\/li>\n\n\n\n<li>For call transfers\/on hold, routing of calls can be processed<\/li>\n\n\n\n<li>For follow-up tasks, CRM data can be analyzed or appointments can be scheduled.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Why is Average Handle Time important?&nbsp;<\/b><\/h2>\n\n\n\n<p>Customers value more of their effective interaction time and thus average handle time itself is an important customer service metric. Also, it keeps on tracking customer&#8217;s interactions to improve their experiences with your brand.<\/p>\n\n\n\n<p>It has been researched that about 51% of customers are not likely to conduct business with a company after experiencing poor customer service.<\/p>\n\n\n\n<ul>\n<li>AHT is crucial for the efficiency measurement of customer service operations.<\/li>\n\n\n\n<li>AHT minimizes operational costs.<\/li>\n\n\n\n<li>Leading to higher customer satisfaction as well as loyalty.<\/li>\n\n\n\n<li>AHT ensures compliance with Service level agreements (SLAs).<\/li>\n\n\n\n<li>Proactively improve customer processes through tracking AHT over time.<\/li>\n<\/ul>\n\n\n\n<p>Thus, it&#8217;s an important metric for calculating contact center service operations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><b>Talking about Good Average Handle Time<\/b><\/h2>\n\n\n\n<p>Well, the benchmark for good AHT varies from industry to industry based on customer queries a business receives.<\/p>\n\n\n\n<p>There are not any specific minutes, it just depends on your industry and customer demands.<\/p>\n\n\n\n<p>The industry-standard average handle time (AHT) is approx 6 min 10 sec, according to Call Center Magazine.<\/p>\n\n\n\n<p>Almost all industries consider 4 to 5 minutes a great average handle time.<\/p>\n\n\n\n<p>Remember, AHT should not be too low to impact the quality of your customer service and neither should be higher.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><b>Formula for calculation of Average Handling Time<\/b><\/h3>\n\n\n\n<p>AHT is just one crucial metric which assess customer service efficiently. <b><br><\/b>For calculating average handling time, you must consider 4 elements which are;<\/p>\n\n\n\n<ul>\n<li>Talk time<\/li>\n\n\n\n<li>Hold time<\/li>\n\n\n\n<li>Follow-up time<\/li>\n\n\n\n<li>Number of interaction<\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p><em>AHT Formula = <u>Total talk time + Total hold time + Follow-up time<\/u><\/em><br><em>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Total number of interactions\/ calls&nbsp;<\/em><\/p>\n<\/blockquote>\n\n\n\n<p><b>Example;&nbsp;<\/b><\/p>\n\n\n\n<p>Let\u2019s analyze the performance of your customer service. Within these 1 week, your team had 3000 total talk time, 1000 minutes hold time and 500 minutes follow-up time with a total 800 number of interactions of customers.<\/p>\n\n\n\n<p><em>AHT = <u>3000 min + 1000 min + 500 min&nbsp;<\/u><\/em><br><em>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 800 interactions<\/em><\/p>\n\n\n\n<p><em>AHT = <u>4500 min<\/u><\/em><br><em>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 800 calls<\/em><\/p>\n\n\n\n<p><em>AHT = 5.625 minutes (the approx. average handling time)<\/em><\/p>\n\n\n\n<p><b>Conclusion&nbsp;<\/b><\/p>\n\n\n\n<p>Hope you have understood the concept of &#8220;average handling time&#8221;! Just keep in mind that your AHT is an accurate reflection of your team&#8217;s efficiency and therefore, it becomes a vital and valuable metric in call centers.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this FAQ section, we&#8217;ll strive for your answer to the concept of &#8220;What is Average Handling Time (AHT)?&#8221; So, to explore the intricacies of average handling time, you must walk through its concept, importance, and a good AHT. Your time and your customer&#8217;s time are valuable therefore it should be respected and efficiently utilized! [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":750,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is the Average Handling Time? - LeadsRain<\/title>\n<meta name=\"description\" content=\"Learn How Average Handling Time impacts customer service efficiency and learn strategies to optimize and streamline processes.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leadsrain.com\/direct-marketing-glossary\/predictive-dialer\/what-is-average-handling-time\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is the Average 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