submit query
Loader

Please fill with your details

  • Captcha refresh
Glossary
Glossary | A | What is average handle time

What is average handle time?

Average Handle Time (AHT) is a metric for measuring duration of a call, including hold time, talk time, follow-up and/or admin tasks related to that single call. AHT is an important factor that call centers use to determine the efficiency of the professionals. This is a useful management tool used by managers to keep track of their staff members and their work. In essence, with the help of this process, senior call center process managers can track the amount of time an agent spends working on a task and when they are unable to deal with a new work assignment.

Call center outsourcing companies calculate average working time of an agent with the help of Average Handling Time Formula as mentioned below:



AHT =   (Total Talk Time + Total Hold Time + Total Post - Call Work)
                             Numbers of Calls Handled

Ring time and queue time is not included in average handle time as these comes under average call duration.

In addition, call centers aim at reducing call handle time and intend at increasing customer satisfaction with an increase in productivity of the agents thereby keeping costs minimum. Handling customer issues effectively and efficiently allows agents to handle more customer call. Handling more customer calls and resolving their queries mean less customers waiting in the queue. To not break the bank, outsourced call center follow a few measures to reduce AHT and increase customer satisfaction.

Related Questions

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

Selecting the Best Call Center Services in India for Your Business

<p style="text-align: justify;">Is your organization looking to outsource call center services but is not able to find the right call center outsourcing partner? Choosi....

Read more>>

Benefits of Sales Discovery Process and How to Steer a Sales Discovery Call

<p style="text-align: justify;">The process of closing sales calls is incredibly impressive. It represents the glamorous aspect of the sales journey where a deal is suc....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Call Center in India Advantages

Highly trained and skilled professionals

Highly trained and skilled professionals
Expertise in technology

Expertise in technology
Enables 24*7 customer support

Enables 24*7 customer support
Preferred destination for outsourcing

Preferred destination for outsourcing
Cost-effective customer support

Cost-effective customer support
Modernized Infrastructure and technology

Modernized Infrastructure and technology

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.

Download Call Center
Brochure Download Button

Copyright © 2023 All rights Reserved at Cyfuture India Pvt. Ltd.