What is Average Handle Time (AHT)?

Average Handle Time (AHT) measures how long a customer interaction lasts, including talk time, hold time, and after-call work. It's used to track agent efficiency and is calculated by dividing the total time spent on calls and follow-up tasks by the number of calls handled.

The formula to calculate AHT is:

AHT = (Total Talk Time + Total Hold Time + Total After-Call Work Time) / Total Number of Calls

What’s Considered a Good or Standard AHT for a Contact Center?

A good or standard AHT for a contact center generally hovers around six minutes per call or interaction. This six-minute benchmark strikes a balance between operational efficiency and providing quality service, allowing agents enough time to thoroughly resolve customer issues without causing excessive delays. However, AHT varies a lot by industry due to differences in the complexity of customer interactions.

How to Optimize or Reduce AHT Without Sacrificing Customer Service Quality

To reduce AHT without hurting service quality, contact centers should train agents to handle calls clearly, quickly, and with empathy. They can use tools like CRM integrations, AI chatbots, and screen pops to make agents’ jobs easier and faster.

Streamlining call processes and using skill-based routing also cuts down on delays. Regularly reviewing performance helps teams spot problems early and keep improving without losing their personal touch.