Average Handle Time is also known as “AHT” is an average period of contact between an agent and customer. It’s an important factor for call center companies because many customers will never do business with a company with a poor service experience. So, to improve customer experience companies work to reduce their AHT.

AHT can be calculated by the given formula

AHT= (Total call time + Total hold time + After work time) / Total work calls

Benefits of Having Good AHT to Call Center Companies

1. Having a lower AHT is the dream of every company as it leads to happy customers. When customers are satisfied with fast and high-quality responses they are inclined to do business with you because in this world when there is no time to waste it just feels right to save as much time as you can.
2. Call center agents have a very busy job. They have many calls aligned in a queue to be answered. They become satisfied when they can achieve their goals. Satisfied agents lead to the best customer experience.
3. Having low AHT as a whole improves the customers’ service experience which has a positive impact on the support team of the company.

Ways to Lower your Average Handle Time

1. Absolute Product Knowledge

Having absolute product knowledge is a major factor when working in a call center. When a support agent has great product knowledge it becomes easier for him to answer any queries from the customers. 100% familiarity with the product not only lowers the Average Handle time but also makes a customer satisfied because when they are seeking the help they are looking for a product expert.

If an agent lacks product knowledge, he may have to look up the information regarding the question being asked which might consume time. It surely has a negative effect on average Handle time.

2. Quality Agent Training

Call center agents must continuously be trained at regular intervals. They must be trained to use the tools and customer service solutions. They should be kept updated about the product.

Agents should be trained to deliver concise but complete information in a short time. This helps to lower the Average handle time. To give a better understanding of how to deal with customers, a manager can share the recorded calls of efficient agents (having low AHT).

3. Quick Greetings

Customer greetings play a great role as it represents good customer service. Opening and closing greetings leave a good impact but it should be kept short like “Thank you for calling [company name].”Having long greetings affects Average Handle Time and may give an unprofessional experience.

4. Use Robust Technology

Having a call center with Robust technology is important because it saves a lot of time which also plays a major role in lowering the Average handle time. If a company’s technology is not up to date then it might take a longer time to transfer calls or to get customers’ information. This is the reason managers are advised to keep the technology up to date.

5. Record Your Calls

When improving Average handle time manager should know the root cause of the higher average handle time. One way to do so is by recording the calls and then observing them to locate the problem. Once the root cause is known, you can simply guide your agents to work on their deficiencies and improve your customer support.

Note to Remember

Reducing Average Handle Time is not just about decreasing the contact time with customers but also making them satisfied with your services. Customer satisfaction can’t be ignored at any cost so when taking steps to improve your average handle time.

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