AHT (Average Handle Time)
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As per statistics, the average handle time is between 6.46 minutes and 6.73 minutes, which can vary concerning the industry.
What Is Average Handling Time (AHT)?
Average handling time (AHT) is an agent's total time spent on customer interaction. It includes talk time, hold time and after-call work. A lower AHT improves efficiency and customer satisfaction.
Components of AHT:
- Talk Time: Time spent speaking with the customer.
- Hold Time: Time the customer is on hold.
- After-Call Work (ACW): Time spent updating records after the call.
Industry AHT Benchmarks:
- Retail & E-commerce: 4-6 minutes
- Telecommunications: 6-8 minutes
- Financial Services: 5-7 minutes
- Healthcare: 8-10 minutes
Why Does Average Handling Time Matter?
Average handling time in call centers directly impacts customer experience, costs, and agent workload. A well-managed AHT leads to happier customers and better business results.
Key Benefits of Lower AHT:
- Faster Service: Shorter calls mean quicker resolutions.
- Cost Savings: Less time per call reduces staffing needs.
- Better SLAs: Improved response times help meet service agreements.
Common Mistakes in AHT Calculation:
- Forgetting to include hold time.
- Ignoring after-call work delays.
- Comparing AHT across different industries.
Proven Strategies to Reduce Average Handle Time (AHT)
Reducing average handle time in BPO without lowering service quality requires the right approach.
1. Train Agents for Efficiency
- Provide real-time coaching to correct mistakes on the spot.
- Improve product knowledge for faster issue resolution.
- Teach active listening to reduce repeat explanations.
2. Optimize Call Routing and IVR
- Use smart call routing to connect customers to the right agents.
- Improve IVR menus to reduce call transfers.
- Reduce hold time by prioritizing urgent calls.
3. Use AI for Quick Information Access
- Implement an AI-powered knowledge base for instant answers.
- Use chatbots for FAQs to handle simple queries.
- Offer real-time agent assistance for faster resolutions.
4. Automate Repetitive Tasks
- Automate after-call work to save agent time.
- Integrate AI-powered CRM updates for smoother workflows.
- Use speech analytics to identify process bottlenecks.
