The Average Handle Time (AHT) Calculator is a crucial tool used in customer service management to measure the efficiency and effectiveness of call center agents. AHT is a metric that helps businesses understand the average duration each agent spends on a call with a customer, including talk time, hold time, and the time spent on after-call work. This calculation is essential for optimizing customer service operations, ensuring quick resolution of issues, and improving overall customer satisfaction.
Formula of AHT (Average Handle Time) Calculator
To calculate the Average Handle Time (AHT) accurately, use the following detailed formula:
Average Handle Time (AHT) = (Total Talk Time + Total Hold Time + Total After-Call Work Time) / Total Number of Calls Handled
Here are the steps in detail:
- Total-Talk Time: Add the duration of all calls.
- Total-Hold Time: Add the duration of all hold times during the calls.
- Total-After-Call Work Time: Add the duration of all after-call work times.
- Total-Number of Calls Handled: Count the total number of calls handled.
- Apply the formula:
- AHT = (Total Talk Time + Total Hold Time + Total After-Call Work Time) / Total Number of Calls Handled
General Terms Table
| Term | Definition |
|---|---|
| Total Talk Time | The sum of the durations of all calls handled by an agent. |
| Total Hold Time | The total time that customers spend on hold during calls. |
| After-Call Work Time | The time spent by an agent completing work related to calls after they end. |
| Calls Handled | The total number of calls an agent has completed. |
Example of AHT (Average Handle Time) Calculator
Suppose an agent has handled 50 calls in a day with the following times:
- Total Talk Time: 300 minutes
- Total Hold Time: 50 minutes
- Total After-Call Work Time: 100 minutes
Using the formula:
- AHT = (300 + 50 + 100) / 50 = 9 minutes
This means, on average, each call took 9 minutes from start to finish, including all associated tasks.
Most Common FAQs
AHT is a key performance indicator in customer service that helps organizations gauge the efficiency of their call center operations and identify areas for improvement.
Improving AHT can be achieved by training agents to handle calls more effectively, optimizing call workflows, and utilizing technology to reduce after-call work time.
Not necessarily. While a lower AHT can indicate efficient handling of calls, it's essential to balance it with quality customer service. Too much focus on reducing AHT might compromise the quality of service.