What is Average Holding Time on Trunks (AHT)?

AHT (Average Handle Time) is a contact centre metric that measures the average time of one transaction. It generally begins with the consumer initiating the engagement and extends throughout the discussion, including wait time, talk time, and any other responsibilities that may arise. When deciding on contact centre staffing tiers, average handle time is a critical consideration. How to compute AHT is illustrated in the diagram below:

AHT (Average Handle Time) Resources

Press the AHT button. Sweet Spot: Determining average handling time is critical for call centre optimization, agent performance evaluation, and continuing training. However, simply measuring AHT is insufficient. Companies must discover the best balance between the total number of calls to the centre, the number of calls handled per agent, and average handle time in order to do an effective average handle time analysis. When it comes to the amount of time it takes an agent to handle a client's problem, combining all relevant indicators helps organizations to find the AHT sweet spot—a place where the expenses of doing business favorably correlate with outcomes and promote desirable consumer behaviors.

5 Metrics to Monitor for Customer Experience: To improve customer interactions and service, measure the following five essential metrics: First Contact Resolution (FCR), Average Handle Time (AHT), Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) are all metrics that may be used to measure customer satisfaction (CSAT). Of course, tracking these metrics is only the beginning; by keeping these KPIs in mind, you can ensure that your contact centre operations team remains focused on agent training and increasing the amount of time they spend on different cell types, which will help increase customer satisfaction and loyalty.

KPIs, Metrics, and AHT Calculator for Customer Service: To assist your CX Leaders in tracking critical call centre metrics, use this plug-and-play excel workbook containing pre-made calculator templates. Find out how to compute AHT, CSAT, NPS, FCR, and a variety of other metrics.

How can you figure out how long it takes for a product to be handled on average?

The following is the formula for calculating average handling time:

Let's assume you had ten phone calls for the day and spent 50 minutes on the phone, five minutes on wait, and five minutes on your CRM adding notes.

So here's how your average handling time is calculated:

[50 minutes + 5 minutes + 5 minutes] divided by 10 calls is 6 minutes AHT

You may utilize the figure to improve personnel once you've determined your AHT. If you know how long it takes to help each customer, you can estimate how many people you'll need.

You can use an Erlang calculator to compute your call volume and AHT once you've calculated them.

The Erlang calculator determines the optimal staffing level for a call centre at any given time. Supervisors utilize this information to forecast the optimal number of employees at peak hours, ensuring the best possible customer service.