How to Improve AHT and Keep Customers Happy
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.
Average Handle Time (AHT): How to measure it and why it matters
If you were trying to figure out how well a busy restaurant was doing, you wouldn’t just count how many customers they served, right? You’d probably also want to know how long each table took— from ordering to paying the bill. In the world of contact centres, “table time” would be your Average Handle Time or AHT