average handling time (AHT)

Average Handling Time (AHT) is a metric used to measure the average duration it takes for a customer service representative to complete a customer interaction, including talk time and any post-call tasks. It helps organizations understand how efficiently they are resolving issues, balancing speed with service quality. A lower AHT can indicate quicker resolutions, but it’s important to maintain customer satisfaction. Monitoring AHT allows companies to identify areas for process improvements, train staff better, and ensure timely support without sacrificing quality. It provides a clear snapshot of overall call or interaction efficiency.