Understanding AHT: How to Improve for Better Efficiency

What Is AHT?

Average Handle Time (AHT) is a key metric in customer service that measures the total time an agent spends handling a customer interaction. This includes talk time, hold time, and any after-call work (ACW).

AHT is commonly used in call centers, customer support teams, and BPO (Business Process Outsourcing) operations to evaluate efficiency and optimize workforce management. The lower the AHT, the faster an issue is resolved—leading to improved customer satisfaction and reduced operational costs.

How Is AHT Calculated?

To calculate AHT, use the following formula:

AHT = (Talk Time + Hold Time + After-Call Work (ACW) )/ Total Number of Calls

For example, if a customer service agent spends a total of 500 minutes handling 100 calls in a day, their AHT would be:

AHT = 500/100 = 5 minutes per call

This metric helps managers identify bottlenecks in call handling and take corrective actions where needed.

Why Is AHT Important?

AHT plays a crucial role in:

• Customer Satisfaction: Faster resolutions often lead to happier customers. If AHT is too high, it may indicate inefficiencies or prolonged hold times, frustrating customers.
• Operational Efficiency: Lower AHT means agents can handle more calls in less time, reducing costs and improving service availability.
• Agent Performance Evaluation: AHT is used as a benchmark to assess how efficiently agents handle customer interactions.

However, a lower AHT should not come at the expense of quality. It’s essential to strike a balance between speed and customer experience.

Factors That Affect AHT

Several factors can influence AHT, including:

1. Agent Experience and Training – Well-trained agents handle calls more efficiently, reducing AHT.
2. Complexity of Customer Issues – Simple inquiries have lower AHT, while technical or escalated issues take longer.
3. Technology and Tools – Slow systems or inefficient CRM platforms can increase AHT.
4. After-Call Work (ACW) – Excessive post-call tasks increase the overall handling time.
5. Customer Behavior – Some customers require more guidance, leading to longer calls.

Best Practices to Reduce AHT

1. Implement AI and Automation

AI-powered chatbots, virtual assistants, and automated call routing can help reduce AHT by handling routine queries before an agent gets involved.

2. Enhance Agent Training and Coaching

Providing continuous training and coaching on active listening, problem-solving, and product knowledge ensures that agents resolve issues faster. Using AI-driven coaching tools can help agents improve their response time while maintaining high service quality.

3. Optimize Call Routing

Smart call routing ensures that customers are directed to the right department or agent with the necessary expertise, minimizing transfers and reducing AHT.

4. Streamline After-Call Work (ACW)

Using speech-to-text transcription, CRM integrations, and automated note-taking can significantly reduce after-call tasks. This allows agents to focus on the next call without spending too much time on documentation.

5. Use Knowledge Bases and Scripts

A centralized knowledge base helps agents quickly find solutions without searching through multiple systems. Additionally, providing dynamic call scripts can assist agents in navigating complex interactions efficiently.

6. Monitor and Analyze Performance Metrics

Regularly tracking AHT, First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores helps businesses identify trends and make data-driven improvements.

Real-World Example: How a BPO Improved AHT with AI

“By using AI-Coaching, our agents became more proficient in handling customer inquiries, leading to faster resolutions and increased customer satisfaction.” – Operations Director, Global BPO

Finding the Right Balance

Reducing AHT is important for operational efficiency, but it should not come at the cost of customer experience. Businesses must focus on smart automation, effective training, and AI-driven coaching to optimize AHT while maintaining service quality.

Want to Improve Your AHT?

Discover how SymTrain’s AI coaching platform can help your team reduce AHT and enhance customer experience. Schedule a demo today!