To calculate Average Handle Time (AHT), sum the Talk Time (TT), Hold Time (HT), and After-Call Work Time (ACWT), then divide by the total number of calls (C). The AHT (Average Handle Time) Calculator is a crucial tool for call centers and customer service operations to measure efficiency.
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Contents
AHT reflects the average duration taken to handle a customer interaction, including talk time, hold time, and after-call work. By monitoring AHT, businesses can optimize workflow, enhance customer satisfaction, and assess agent performance. This tool simplifies the process of calculating AHT, offering actionable insights into service efficiency.
Formula:
AHT = (TT + HT + ACWT) / C
| Variable | Description | Unit |
|---|---|---|
| AHT | Average Handle Time | Minutes/seconds |
| TT | Total Talk Time across all calls | Minutes/seconds |
| HT | Total Hold Time across all calls | Minutes/seconds |
| ACWT | Total After-Call Work Time across all calls | Minutes/seconds |
| C | Total number of calls handled | Count |
Solved Calculations:
Example 1: Calculating AHT for 10 Calls
| Step | Value | Explanation |
|---|---|---|
| Talk Time (TT) | 150 minutes | Total time spent talking to customers |
| Hold Time (HT) | 30 minutes | Total time customers were on hold |
| After-Call Work Time (ACWT) | 20 minutes | Total time spent finishing tasks post-call |
| Total Calls (C) | 10 | Total number of calls handled |
| Formula: |
Substitute values | |
| Simplify | Total handle time divided by call count | |
| Result | 20 minutes | Average Handle Time |
Example 2: Calculating AHT for 50 Calls
| Step | Value | Explanation |
|---|---|---|
| Talk Time (TT) | 600 minutes | Total time spent talking to customers |
| Hold Time (HT) | 100 minutes | Total time customers were on hold |
| After-Call Work Time (ACWT) | 50 minutes | Total time spent finishing tasks post-call |
| Total Calls (C) | 50 | Total number of calls handled |
| Formula: | Substitute values | |
| Simplify | Total handle time divided by call count | |
| Result | 15 minutes | Average Handle Time |
What is the AHT (Average Handle Time) Calculator?
The AHT (Average Handle Time) Calculator is an essential tool for call centers and customer support teams. It empowers them to measure the efficiency of their interactions.
It calculates the average time spent handling a customer interaction, including talk time, hold time, and after-call work (ACW). This helps organizations monitor performance and improve customer satisfaction.
To use the calculator, input the total talk time, hold time, and after-call work for a set of interactions, along with the number of calls. The tool quickly computes the average handle time, enabling teams to identify areas for optimization. Itβs especially useful in tracking KPIs and ensuring service level agreements (SLAs) are met.
By analyzing AHT, teams can implement strategies to streamline processes, reduce customer wait times, and improve overall service quality. This is valuable for workforce planning, training, and enhancing operational efficiency.
Final Words
Ultimately, the AHT (Average Handle Time) Calculator is an indispensable resource for assessing and improving customer service efficiency. Its ease of use and accuracy make it a vital tool for optimizing team performance and delivering excellent customer experiences.
