What is Average Handle Time (AHT)?

Average handle time (AHT) is a key metric at almost every call center, regardless of size or type. It refers to the average duration of one transaction, typically measured from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

It’s a metric that most call center managers prioritize for obvious reasons – when average call times are reduced, agents can handle more calls per shift, customers don’t have to wait as long to speak to an agent, and issues are addressed in a more timely manner. AHT can be improved through a combination of better technology, better training and better agents.