AHT (Average Handling Time)

Average Handling Time (AHT) is a key metric used to measure the average amount of time a customer service representative spends on a single interaction, including talk time, hold time, and after-contact work. It helps organizations understand how efficiently their support team is resolving customer issues. A lower AHT indicates quicker responses, which can improve customer satisfaction and operational efficiency. However, it’s important to balance AHT with quality to ensure thorough and effective support. Overall, AHT provides insights into the productivity and effectiveness of customer service operations.