Average Handle Time (AHT)

Explanation:

Average Handle Time (AHT) is the average amount of time an agent spends handling a customer interaction, including talk time, hold time, and after-call work (ACW). AHT is a critical metric for measuring agent efficiency and call center performance. It helps determine how long it takes, on average, to resolve customer inquiries.

Best Practices:

• Balance Efficiency and Quality: Aim to reduce AHT while maintaining a high standard of customer service. Rushing calls may reduce AHT but negatively impact customer satisfaction.
• Monitor and Optimize Talk Time: Focus on improving agent training and communication skills to resolve issues quickly and effectively.
• Minimize After-Call Work: Use automation to reduce the time spent on post-call tasks like ticket creation or CRM updates.
• Use AHT for Agent Coaching: Use AHT data to identify areas where agents may need further training to improve call efficiency.

How Daktela Can Help:

Daktela's system provides real-time monitoring of Average Handle Time (AHT), helping supervisors track agent efficiency and identify areas for improvement. With CRM integration, agents can access relevant customer information instantly, reducing the time needed to address customer issues. Daktela also supports automated after-call work, allowing agents to quickly wrap up calls without spending excessive time on administrative tasks. The platform's performance analytics help businesses optimize AHT by identifying trends and opportunities for improving agent performance.