Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

What is Average Handle Time?

Average Handle Time, or AHT, represents the average amount of time a support agent spends on resolving a customer inquiry. This metric includes the actual conversation time, any time the customer is on hold, and any necessary follow-up tasks to complete the resolution.

Why Average Handle Time matters

AHT is a crucial performance indicator in customer support, as it directly impacts customer satisfaction and operational efficiency. Keeping AHT at an optimal level ensures that customers receive timely support without compromising on the quality of service.

How to manage Average Handle Time

Training: Provide agents with comprehensive training to handle inquiries efficiently and effectively.
Knowledge base: Ensure agents have quick access to relevant information and resources to assist in resolving inquiries promptly.
Use of Neople: Leveraging Neople can help streamline responses to routine inquiries, allowing agents to focus on more complex issues and potentially reduce AHT.

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