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Average handling time (AHT) is a metric commonly used in customer service and call center environments to measure the average duration of a customer interaction.
For example, if five calls have durations of 8, 12, 6, 10, and 7 minutes, the total handling time is 43 minutes. Dividing this by the number of calls (5) results in an AHT of approximately 8.6 minutes. AHT is crucial for assessing operational efficiency and customer service quality, guiding managers in optimizing workflows and agent performance. Maintaining a balance between swift resolution and quality customer care is the key to success.
