Average Handle Time, also known as AHT, is a metric that evaluates the average time spent by an agent handling a customer’s call. It is commonly used in call centers or customer service setups.
Importance of AHT
More than 80% of business interactions happen over phone calls. It’s challenging to convert your customers but it is all the more challenging to retain them in the long run. Most of your customers won’t stay with you if they have poor after-sales customer service experience.
If you have a customer service team, it is important to monitor their calling activities to analyze their performance based on their AHT.
The agent’s AHT can easily be considered as an important Key Performance Indicator (KPI) to measure how they are interacting with the customers on a regular basis.
In order to improve customer experience, a lot of customer success managers are using already keeping a close tab on AHT of their respective call center teams with call management tools.
For instance, if an agent’s performance is not at par according to their AHT analysis, it can be improved with training sessions.
The best part is, you don’t need to belong to a big enterprise to understand the AHT of your call center agents. It can be easily done with the help of cloud phone system programmed specifically to empower small to mid-sized businesses with a lean call center team. Try MyOperator for free to monitor your team’s performance on a single dashboard.