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Glossary

What is average handle time?

Average Handle Time (AHT) is a metric for measuring duration of a call, including hold time, talk time, follow-up and/or admin tasks related to that single call. AHT is an important factor that call centers use to determine the efficiency of the professionals. This is a useful management tool used by managers to keep track of their staff members and their work. In essence, with the help of this process, senior call center process managers can track the amount of time an agent spends working on a task and when they are unable to deal with a new work assignment.

 Call center outsourcing companies calculate average working time of an agent with the help of Average Handling Time Formula as mentioned below:



AHT =   (Total Talk Time + Total Hold Time + Total Post - Call Work)
                             Numbers of Calls Handled

Ring time and queue time is not included in average handle time as these comes under average call duration.

In addition, call centers aim at reducing call handle time and intend at increasing customer satisfaction with an increase in productivity of the agents thereby keeping costs minimum. Handling customer issues effectively and efficiently allows agents to handle more customer call. Handling more customer calls and resolving their queries mean less customers waiting in the queue. To not break the bank, outsourced call center follow a few measures to reduce AHT and increase customer satisfaction.

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