Average Handle Time (AHT)

Average Handle Time (AHT) is a key performance indicator (KPI) that is commonly used in call centers to measure the efficiency of agents in handling customer inquiries. It is calculated as the average amount of time an agent spends on each call, including talk time, hold time, and after-call work. AHT is an important metric because it can provide insight into how well a call center is operating and help identify areas of improvement.

A low AHT indicates that agents are able to handle customer inquiries quickly and efficiently, while a high AHT may indicate that agents are not fully trained or that the call center is understaffed. In order to improve AHT, call centers may need to invest in additional training for agents, implement new processes and technologies, or increase the number of agents on staff.

Bitvoice Contact Center software can help businesses track and analyze AHT by providing real-time data on the average handle time for each agent. This information can be used to identify areas of improvement and to ensure that AHT targets are met. Additionally, the software offers features such as call recording and call monitoring, which can be used to train agents and improve their performance.

To further improve AHT, businesses can also implement an automatic call distribution (ACD) system. ACD systems route calls to the next available agent, reducing hold times and improving the overall efficiency of the call center. Other features such as IVR (Interactive Voice Response), Chatbot, and self-service options can also help to reduce AHT by allowing customers to resolve their issues quickly without the need for an agent.

Moreover, AHT can also be reduced by providing the agents with a centralized database of frequently asked questions and pre-written scripts. This can help agents to handle calls more efficiently and quickly, reducing the average handle time.

In conclusion, Average Handle Time (AHT) is an important metric for measuring the efficiency of call centers. By providing real-time data on AHT, Bitvoice Contact Center software can help businesses identify areas of improvement and take steps to reduce AHT. By implementing an ACD system, IVR, Chatbot and self-service options, and providing agents with a centralized database of information, businesses can improve the overall performance of their call center and provide a better customer experience.