AHT (Average Handle Time)

One of the two most fundamental metrics of the “traditional” tech support center (see also Customer Satisfaction Rating), it’s the average time that agents are taking to handle a support call. By “traditional,” we mean that the goal is to satisfy customers using as little agent time as possible. Any agent with a combination of low AHT and high customer satisfaction rating is considered a star. One of the shortcomings of this cost-focused approach is that it doesn’t account for situations in which it makes better business sense to spend more time on a call, for example to prevent a customer from returning a product or teaching him how to get more value out of it, often resulting in more add-on sales.

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