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Average Handle Time (AHT) is a critical metric in customer service operations. It measures the average duration of one transaction, typically calculated from the customer’s initiation of the call and including any hold time, talk time and related tasks that follow the interaction. It’s a key indicator of how efficiently your customer service team operates.
Why does AHT matter? Well, it’s simple. A lower AHT means your team can handle more calls in less time, improving productivity. But remember, it’s a balancing act. You don’t want to rush customers off the phone, as quality service is just as important as speed. So, how’s your AHT looking?
When it comes to providing efficient and satisfactory customer service, Average Handle Time (AHT) plays a crucial role. AHT refers to the average amount of time it takes for a customer service agent to handle a call or interaction with a customer. It encompasses the time spent on resolving customer queries, addressing their concerns, and providing necessary assistance. Understanding the importance of AHT can help businesses streamline their operations and enhance the overall customer experience.
Why is AHT important? Let’s delve into its significance:
Calculating AHT is a straightforward process that involves the following steps:
AHT can significantly impact various aspects of a business’s operations:
To enhance AHT and optimize customer service operations, businesses can implement the following strategies:
Several factors can influence AHT, including the complexity of customer queries, the efficiency of the customer service team, the availability of required information, and the level of customer engagement during the interaction.
Technology can play a significant role in reducing AHT by automating processes, providing agents with easy access to customer data and information, and offering self-service options to customers.
Average Handle Time measures the duration of customer interactions, including the time spent on resolving queries, documenting details, etc. On the other hand, First Call Resolution focuses solely on resolving customer inquiries in a single interaction without requiring further follow-up.
Average Handle Time directly impacts customer satisfaction. Efficiencies in handling customer interactions, reflected in a lower AHT, contribute to quicker resolutions and a more positive customer experience.
Yes, a lower AHT can lead to better customer service. By handling interactions more efficiently, businesses can address customer queries promptly, reduce wait times, and provide a faster resolution, thereby enhancing customer satisfaction.