Average Handle Time (AHT) is a critical metric in contact centers, measuring the total time spent handling a customer interaction, including talk time, hold time, and after-call work (ACW). It helps businesses assess operational efficiency, agent performance, and overall customer experience.
📌 Optimized Agent Productivity – A well-balanced AHT ensures agents handle inquiries efficiently without rushing customers.
📌 Improved Customer Satisfaction – Reducing AHT while maintaining quality leads to faster resolutions and better service.
📌 Lower Operational Costs – Shorter handling times reduce queue lengths and optimize resource allocation.
✅ Smart Call Routing – Ensure customers are connected to the right agent from the start.
✅ AI-Powered Automation – Use chatbots and self-service options to handle simple inquiries instantly.
✅ Knowledge Base & Agent Assistance – Equip agents with quick access to FAQs and AI-driven suggestions.
✅ Reduce After-Call Work (ACW) – Automate repetitive tasks to shorten post-call processing time.
✅ Monitor & Analyze AHT Trends – Use real-time analytics to identify bottlenecks and streamline workflows.
🔹 Intelligent Call Routing & IVR – Ensure customers reach the right agent faster.
🔹 AI-Powered Automation – Handle routine inquiries with chatbots and self-service tools.
🔹 Real-Time Agent Assist – Provide AI-driven recommendations and instant knowledge base access.
🔹 Automated ACW Processing – Reduce agent workload by streamlining after-call work.
🔹 Advanced Reporting & Analytics – Track AHT metrics and optimize processes for peak efficiency.
Optimize AHT with Daktela and strike the perfect balance between speed and customer satisfaction! 🚀
