Average Handle Time (AHT)

Why is average handle time important

AHT is important because it directly affects customer experience. Shorter handle times usually mean faster resolutions, fewer escalated calls, and better customer satisfaction. Longer handle times may indicate a lack of agent knowledge, poor call routing, complex grievances, or inadequate self-service resources.

AHT helps organisations identify:

• Slow workflows
• Bottlenecks in call routing systems
• Gaps in agent training
• Customer issues that require detailed guidance
• Areas where AI-powered service tools or workflow automation can help

It also plays a key role in cost control, resource planning, and maintaining high service standards across omnichannel environments like chat support, email queues, and social channels.

How to calculate Average Handle Time

AHT is calculated using a simple formula.

(Total talk time + Total hold time + Total wrap-up time) / Number of handled interactions

The formula helps contact centres understand the average length of a customer interaction regardless of channel. Organisations often track AHT alongside tools such as Erlang calculations, the Erlang C Calculator, and workforce management systems to plan staffing levels.

Integration with CRM software gives more depth to AHT by pulling support-related data, customer history, and previous behaviour patterns.

Average Handle Time (AHT): formula and improvement tips

AHT can be improved by refining operational workflows, improving agent efficiency, and providing better access to information. The following are common improvement strategies:

• Optimise call routing methods, including automatic call distribution and omnichannel interaction routing.
• Improve agent knowledge through targeted training programs and micro-training sessions.
• Use live chat platforms and self-service options to reduce unnecessary calls.
• Introduce AI tools to offer real-time recommendations during conversations.
• Implement speech analytics and voice analytics for insight into agent behaviour.
• Provide call scripts, help documentation, and self-service chatbots.
• Improve workforce scheduling to reduce Shrinkage calculations and ensure availability.
• Use interaction analytics tools such as conversation analytics software to understand customer sentiment and behaviour.

AHT improvements also rely on structured workforce optimisation systems to manage agent efficiency and plan shifts accurately.

What’s a good average handling time

A good AHT depends on industry benchmarks, customer expectations, and the complexity of support queries. For simple inquiries, shorter handle times may reflect efficient service. For sectors such as government and healthcare or housing, longer AHT may be expected because interactions often require detailed guidance or compliance checks.

Retail environments, such as retail, usually aim for lower AHT because issues tend to be transactional. Higher Education institutions, such as higher education, may need longer interactions during admission seasons or fee-related queries.

There is no universal benchmark. Instead, the goal is to maintain a balance between speed, accuracy, and customer satisfaction.

8 tips to reduce average handle time in a support centre

Here are eight practical strategies to reduce AHT without compromising service quality:

• Improve access to CRM data and customer history to reduce search time.
• Use AI-powered agent support to give agents context-specific recommendations.
• Organise call scripts and macro templates for faster responses.
• Use workflow automation to reduce manual processes.
• Improve self-service resources such as knowledge bases, Self-service Chatbots, and Customer Support Portal options.
• Analyse call recordings to identify training gaps.
• Route calls intelligently using systems connected to omni-channel platforms.
• Use Microsoft Teams integration to collaborate instantly on complex queries.

In centres like business process outsourcers (BPOs), these practices help maintain consistency across high-volume support environments.

Limitations of the AHT formula

Although AHT provides useful insights, it has limitations. It does not measure the quality of the conversation, the accuracy of the solution, or the emotional complexity behind customer grievances. A low AHT might simply mean the agent hurried the customer. A high AHT might reflect complex issues that require patience and empathy.

AHT also does not reflect customer sentiment, Customer Experience, satisfaction levels, or long-term behavioural trends. Contact centres must balance AHT with CSAT score, resolution quality, and customer feedback to avoid encouraging agents to rush interactions.

Additional Average Handle Time (AHT) resources

AHT becomes more effective when combined with modern support tools. For example:

• Accessibility features ensure fair communication for customers who rely on adaptive technologies.
• Secure transactions in payment workflows are supported by secure payments.
• Insights from customer journeys across devices are captured within AI-enabled contact centre

Contact centres such as not-for-proft organisations, public service bodies, and commercial teams stand to benefit from combining AHT with wider metrics, especially when using tools powered by generative AI and advanced analysis.

Final thoughts

Average Handle Time helps organisations understand the balance between speed and service quality. When interpreted correctly, it supports better planning, improved agent training, and a smoother customer experience across call centres and digital channels.

To explore how modern tools can help improve AHT across your support operations, request a demo.