What is Contact Center Average Handle Time (AHT)?

Average Handle Time (AHT) is a crucial metric for all contact centers and it directly impacts customer satisfaction and operational efficiency. 

Understanding the Concept of AHT

AHT, or Average Handle Time, measures the average duration it takes to resolve customer issues – from talk time and hold time to follow-up tasks related to the call. It’s a critical KPI for contact centers as it can offer insights into agent performance and customer satisfaction levels.

Importance of AHT in Customer Service

AHT is vital in customer service as it reflects the efficiency and effectiveness of contact center operations.

• Lower AHT indicates swift problem resolution, enhancing customer satisfaction. 
• Higher AHT may signal operational inefficiencies or complex customer issues that potentially lead to customer dissatisfaction and increased operational costs.

Factors Affecting Average Handle Time (AHT)

There are several factors that can influence AHT, including call complexity and the nature of customer issues.

Impact of Call Complexity on AHT

Complex calls involving technical support or multifaceted issues tend to increase AHT, as they require more time for agents to understand and resolve the problem. 

How to address this challenge: Simplifying processes and providing comprehensive training can help mitigate this.

Effect of Customer Issues on AHT

The nature of customer queries also affects AHT. Routine inquiries can be resolved quickly, while more complicated issues may lead to longer handling times. 

How to address this challenge: Identifying common issues and preparing effective solutions can help reduce AHT.

Measuring and Monitoring Average Handle Time (AHT)

Accurate measurement and continuous monitoring are essential for managing AHT effectively.

Calculating AHT For a Contact Center

AHT is calculated by dividing the total handle time (talk time plus after-call work) by the number of calls handled. This metric helps in assessing the efficiency of agents and the contact center as a whole.

Tools for Monitoring AHT in a Contact Center

Various tools and software are available to monitor AHT in real time, providing valuable data for performance assessment and identifying areas for improvement.

When researching for a tool to monitor AHT, you want to make sure it provides real-time insights, customisable dashboards, notifications, and integrations with popular tools to create a powerful option for your business.

How to Improve Average Handle Time (AHT) in a Contact Center?

Improving AHT requires a multifaceted approach, focusing on agent training, process optimization, and the strategic use of technology.

The first step is to train your agents to ensure that they don’t impact your AHT.

The next step is to review your existing processes to promote efficiency and reduce unnecessary steps. For example, you can promote a first-call resolution to avoid repeat calls.

You can also use automation to streamline your AHT.

Utilizing Automation to Streamline AHT

Automation tools can significantly reduce AHT by handling routine inquiries, leaving agents free to tackle more complex issues. 

Automated systems can also assist agents by providing real-time information and solutions.

Where Does Replicant Come Into Play?

Replicant offers a cutting-edge Contact Center Automation solution that can dramatically lower AHT. 

By automating routine inquiries and supporting agents with AI-driven insights and solutions, Replicant helps streamline operations to improve customer satisfaction and reduce operational costs. This integration of automation with human expertise ensures that contact centers can efficiently manage call volumes while maintaining high service quality.