Enter the total talk time, hold time, after-call work time, and the number of calls into the calculator to determine the AHT (average handle time).
The following formula is used to calculate an average handle time of a call center.
AHT = (TT + HT + ACWT) / C
- Where AHT is the average handle time (seconds)
- TT is the total talk time (seconds)
- HT is the total time on hold (seconds)
- ACWT is the total time needed after the call (seconds)
- C is the total number of calls taken
To calculate average handling time, sum the talk time, hold time, and time needed after call, then divide by the number of calls taken.
What is AHT?
AHT, short for average handle time, is a metric used in business to evaluate the response time of a call center.
The shorter the AHT, the better the customer service and the better the response time of the center.
What is a good AHT?
On average, retail centers have an average handling time of 320 seconds, IT has an average time of 280 seconds, and financial service average 300 seconds.
How to calculate AHT?
The following example outlines the steps required to calculate an average handle time (AHT).
First, determine the total average talk time. For this example, the call center had a total talk time of 10,000 seconds.
Next, determine the total amount of time customers stay on hold. This call center has a wait time of 5,000 seconds for each call.
Next, determine the time needed after the call for work by the recipient of the call. In this case, there is a quick form to fill out after each call that takes 6,000 seconds.
Next, determine the total number of calls. In this example, the total number of calls is 400.
Finally, calculate the AHT using the formula:
AHT = TT + HT + ACWT / #C
AHT = (10000 + 5000 + 6000) / 400
AHT = 52.5 seconds.