Average Handling Time (AHT)

What is AHT?

The Average Handling Time (AHT) describes the average time required to process a customer request. It comprises three key components of customer contact:

• Conversation time: the duration of direct contact with the customer.

• Processing time: the time spent researching or solving problems during the conversation.

• Follow-up time: the time required after the call to document, forward or close the matter.

AHT is an important key figure in customer service, as it serves as a benchmark for assessing the efficiency of processes and employees.

How is the AHT calculated?

The AHT is calculated by dividing the sum of call, processing and follow-up time by the number of contacts processed. The formula is:

AHT = (call time + processing time + post-processing time) / number of contacts processed

What is a good AHT?

What is considered a "good" AHT varies depending on the industry, type of customer service and complexity of the requests. For example, a low value does not necessarily mean that customer service efficiency is high, as an AHT that is too short may indicate insufficient support or customers being turned away.

Therefore, it is ideal to find a balance between the shortest possible AHT and high customer satisfaction. In general, an AHT of between 4 and 6 minutes is considered good in many industries, but the focus should be on the quality of the contact and not just the speed of service.

How can AHT be improved?

Employee training

• The better trained employees are, the faster they can process inquiries competently and satisfactorily. Special software, such as VIER Interaction Analytics, helps to analyze the communication of customer service employees, identify sources of error and improve their skills.

Ensure quick access to information

• Ensure that employees have quick access to relevant information and resources to resolve customer issues efficiently. To this end, corresponding third-party applications can be linked to the ACD, e.g. the company's internal knowledge database or CRM.

Use of AI technology

• AI-based systems can relieve employees of routine tasks and offer suggestions for solutions during the call, which shortens processing time.
  The VIER engage ACD solution offers corresponding AI software in the form of VIER Copilot to support customer service agents.

Introducing effective follow-up strategies

• A well-structured process for follow-up is crucial to improving AHT. Tasks such as documentation or forwarding requests should be standardized and automated as much as possible. Tools such as VIER Copilot can also optimize this process, for example by creating automatic summaries. This saves employees valuable time, which they can use to process other inquiries.