What is average handling time?
Definition of average handling time:
Average handling time (AHT) is one of the most commonly measured metrics in the call centre. AHT represents the average duration of an interaction with a customer, usually measured from the customer’s initiation of the call and covering all talk time and hold time until the end of the call.
Call centres have typically aimed to reduce AHT in a bid to minimise costs (the shorter the AHT, the more calls that can be handled), but without compromising the quality of the customer experience, and resolving the customer’s issue so that a follow-up call isn’t required.
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