Definition: Average Handling Time (AHT) Refers to the amount of time an agent is occupied on an incoming call. Learn how Swisscom shortened Average Handling Time.
Why is AHT Important in a Call Center?
AHT is a key metric in call centers as it directly impacts customer satisfaction, operational costs, and agent productivity.
How to Measure AHT?
AHT can be calculated by adding the total talk time, hold time, and after-call work time, and then dividing by the total number of calls handled.
How to Reduce AHT?
AHT can be reduced by providing effective agent training, improving call routing, and implementing AI-powered solutions like OpenQuestion.
Reducing AHT with OpenQuestion
OpenQuestion can provide agents with a clear summary of relevant information, reducing handling time and improving customer satisfaction.