Every company wants to save money and work smarter, but there’s a fine line between efficiency and cutting corners. Average Handle Time (AHT) tracks how long agents spend per call, including talk time, holds, and follow-up work. Learn how to improve Average Handle Time (AHT) without sacrificing customer satisfaction.
Lowering AHT can boost productivity, but push too hard, and customer satisfaction (CSAT) suffers. If agents rush calls, skip real solutions, or make customers feel like just another ticket number, your brand reputation takes the hit.
The key?
Balance speed with actual care—because fast service means nothing if it leaves people frustrated. So what’s the solution? How can you cut down on AHT without making customers unhappy?
Not quite sure what Average Handle Time really means—or how to measure it in the first place? We’ve got you covered. Read our first blog to learn what AHT is, how it’s calculated, and why it’s such a critical metric for modern contact centres.
So what’s the solution?
How can you cut down on AHT without making customers unhappy? Here are some tips to help you find the right mix.
1. Give your agents the right tools
Make sure your agents aren’t wasting time looking for information mid-call. This not only frustrates the customer but also prolongs the conversation. Equip your agents with the right tools and resources so they can perform their jobs effectively and keep everything running smoothly.
How to do this:
Integrated knowledge base and CRM systems:
Imagine if your agents could quickly access all the information they need from a single platform. An integrated knowledge base and CRM system, like QContact, provides all-in-one access to customer data, past interactions, and organised resources. This setup helps agents find answers quickly, reducing the time they spend on hold or talking with customers, and allowing them to address issues more effectively.
Want to see how it works?
Explore how QContact helps contact centres work smarter, not harder
2. Use options for self-service:
Not every interaction needs a live agent. These days, people prefer quick fixes without waiting on hold. Smart businesses meet this demand by offering self-service tools like:
• Instant chatbots that handle basic questions 24/7
• WhatsApp FAQs for on-the-go support
• Customer portals where users track orders or update accounts
Platforms like QContact take it further by blending phone, chat, and messaging into one system, so customers pick their favourite way to solve issues.
How to do this:
• Helpful links and FAQs: Ensure your website or app has a comprehensive FAQ section that answers common questions. You can also leverage WhatsApp FAQs or a customer portal for quick, accessible solutions.
• Interactive Voice Response (IVR): A well-designed IVR system can guide customers to the right department or provide automated solutions for simple issues.
• Live chatbots & AI assistants: Program bots to handle routine stuff (tracking numbers, password resets), but escalate smoothly to agents when needed.
3. Prioritise First Call Resolution (FCR)
Resolving the issue the first time is the best way to lower AHT. If you quickly and effectively solve the customer’s problem, you won’t have to deal with follow-up calls, repeated problems, or passing the case on to another agent. In fact, high-performing contact centres achieve an FCR rate of 70% or higher—so it’s a goal worth aiming for. (CMSWire)
How to do this:
• Empower agents: Give your agents the authority to handle a variety of issues on their own, without needing to escalate.
• Smart call scripting: A good script can help agents cover all the important points without taking too long. You want it to be flexible, but not too rigid.
4. Keep an eye on the right metrics
Sure, AHT is important, but what’s even more important is whether customers are satisfied after their interaction. You could cut AHT down significantly, but if customers are left feeling rushed or unheard, the long-term impact on your brand could be detrimental. In fact, 32% of customers stop doing business with a brand they love after just one bad experience. Efficiency is important—but not if it comes at the cost of trust. (Invoca)
How to do this:
• Balance speed with satisfaction – Track CSAT scores alongside AHT. If handle times drop but satisfaction scores plummet, you’ve got a recipe for disaster.
• Measure customer effort – That CES score tells the real story. Did callers have to repeat themselves? Jump through hoops? Lower AHT means nothing if customers leave exhausted.
Pro tip: Platforms like QContact give you the complete picture by combining operational metrics (AHT) with experience scores (CSAT/CES) in a single view.
5. Smarter call routing = happier customers & agents
Let’s be real, when calls land with the wrong agent or teams are stretched too thin, everyone suffers. Customers get passed around, handle times increase, and frustration grows on both sides of the call. The solution isn’t working harder – it’s working smarter.
How to do this:
• Skills-based routing: Ensure calls are going to the best person for the job. Billing queries to billing experts, tech issues to tech support.
• Smart scheduling: Tools like QContact’s AI-powered workforce management analyse call patterns to put agents where and when they’re needed most.
6. Keep a personal touch
Customers still want to be heard and cared about, even if your goal is to lower AHT. Rushing through calls just to hit a number makes people feel like just another case. Don’t forget—it’s not just about speed. It’s about the experience.
How to do this:
• Customised conversations: Encourage agents to engage with customers in a friendly, genuine way. Empathy and personalisation go a long way.
• Train for active listening: Teach agents to really listen. Taking 30 seconds to listen well can prevent 30-minute follow-up loops. “Customers might forget what you said—but they’ll remember how you made them feel.”
In conclusion
Reducing AHT without damaging Customer Satisfaction is all about balance. You want to be efficient and reduce time per call, but not at the cost of great service. Equip your agents with the right tools, focus on first call resolution, and track metrics that truly reflect the customer experience.
AHT is more than just a number. It’s a measure of how well your contact centre is running and how happy your customers are. Aim for efficiency, but always keep the customer’s experience in mind. With the right strategies, you can improve AHT while keeping CSAT high.
