Definition The average time spent dealing with one customer contact, including hold time and follow-up work.
Also called AHT, Average handle time
Example 3,000 minutes across 500 calls gives an AHT of 6 minutes.
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Why it matters It affects staffing costs and customer waiting times.
Where it is used Contact centre dashboards and staffing plans.
How to calculate it (Talk time + hold time + follow-up time) ÷ number of contacts
Worked example 3,000 minutes across 500 calls gives an AHT of 6 minutes.
