Let’s start with a video. So Average Handle Time is the time that a call center executive takes to complete an interaction with a customer. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). The meaning of ACW is After-call work. Average Handle Time is the combination of both ATT and ACW. In this article, we tackle one of the most important indicators; Average Handle Time (AHT) AHT is defined as the total amount of time (on average) that an agent spends on a contact. AHT is the average amount of time that a call center agent spends in resolving or “handling” a client’s problems. Average handle time shouldn't typically be too high—it should be optimal for the help that customers need and what the contact center is capable of. After-call work refers to the tasks that a contact centre advisor completes after each customer interaction. Calculation: Average-Talk-Time + After-Call-Work. Granted, it is an easy way to look at your operations, but you totally disregard the customer from this viewpoint. Contact centres tend to place tremendous effort in driving down AHT because it is directly related to increased cost. STAY AWAY from this as much as you can. What is After-call work? 4) Average Handling Time (AHT) This is measured right from the time an agent begins the interaction with the customer, including the hold time, talk time, and related tasks that follow the entire transaction. The tasks that are often involved in ACW, otherwise known as “post-call processing”, [&. A term coined by Donald Trump on his show "The Apprentice" even though bosses used it all the time before.Now anyone who watched five minutes of it thinks it's THE ABSOLUTE SHIT and uses it to say "YOU SUCK!" 5) Automatic Speech Recognition (ASR) To calculate average handle time, use this formula: [Talk + hold + follow up] / calls = AHT (calculated in minutes or seconds) or "LOSER!" An important parameter to measure efficiency, AHT is not solely based on … Average Handle Time, also called AHT, is a metric that is used in call centers as a metric to measure the average time it takes to handle a call or transaction from the start to its end. We share lots of advice for reducing Average Handling Time (AHT) in the contact centre. In very large centres, an additional second of AHT can add as much as one million dollars in additional annualized costs. Average Handling Time (AHT) – an important metric in the call center industry that measures every transactions average duration (includes call initiation, hold time, talk time, and other related tasks needed for call resolution). In simpler terms AHT is the time from where the call center executive answers the call to the point where he finishes the call and fills the relevant documentation for that customer and is ready to attend the next call. Before we get into our 49 tips for reducing AHT, let’s take a look at the following video, which gives an overview of the metric and some classic methods for lowering it. It’s one way to assess efficiency and to establish performance benchmarks. Average Handle Time is a call center metric that measures the amount of time it takes for a call center executive to complete a certain task or help a caller reach a resolution. The “Traditional Call Center Metrics” review AHT (Average Handle Time) or CPH (Call Per Hour). A colloquial shortening of "alright". How do you calculate average handle time . AHT, or average handle time, is the amount of time a call center agent spends with a customer, from the time the call is initiated until any follow-up work is completed. Refers to the tasks that a contact centre advisor completes after each customer interaction to... Aht because it is an easy way to look at your operations, but you disregard. 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