Enter the total holding time of all customers (min) and the number of customers into the Calculator. The calculator will evaluate the Average Holding Time. 

Average Holding Time Formula

AHT = THT / C

Variables:

  • AHT is the Average Holding Time (min/customer)
  • THT is the total holding time of all customers (min)
  • C is the number of customers

To calculate Average Holding Time, divide the total holding time of all customers by the number of customers.

How to Calculate Average Holding Time?

The following steps outline how to calculate the Average Holding Time.


  1. First, determine the total holding time of all customers (min). 
  2. Next, determine the number of customers. 
  3. Next, gather the formula from above = AHT = THT / C.
  4. Finally, calculate the Average Holding Time.
  5. After inserting the variables and calculating the result, check your answer with the calculator above.

Example Problem : 

Use the following variables as an example problem to test your knowledge.

total holding time of all customers (min) = 1200

number of customers = 300

FAQ

What is the importance of calculating Average Holding Time (AHT) in customer service?

AHT is a crucial metric in customer service as it helps businesses understand the efficiency of their service team. It reflects how quickly customer issues are resolved, impacting customer satisfaction and operational costs.

How can businesses improve their Average Holding Time?

Businesses can improve AHT by training staff more effectively, optimizing call routing, utilizing automated systems for common inquiries, and continuously monitoring and analyzing call handling performance to identify areas for improvement.

Are there any downsides to focusing too much on reducing AHT?

Yes, overly focusing on reducing AHT can lead to rushed calls and inadequate issue resolution, negatively affecting customer satisfaction. It's crucial to balance efficiency with quality of service.

Can Average Holding Time be applied to other forms of customer service outside of phone calls?

Yes, AHT can also be applied to other customer service channels such as email, live chat, and social media interactions. It's a versatile metric that can help improve the efficiency and effectiveness of various customer service operations.