AHT

What is AHT (Average Handle Time)?

AHT is the average time it takes an agent to handle a call, including talk time, hold time, and after-call work, divided by the total number of calls handled. For example, an agent who spends 500 minutes across 50 calls in a day has an AHT of 10 minutes.

How Is AHT Calculated?

AHT = (Talk Time + Hold Time + After-Call Work) / Number of Calls. Talk Time is the time an agent spends actively speaking with the customer. Hold Time is the time the customer spends waiting for the agent to return. After-Call Work (ACW) is the time an agent spends after the call completing related tasks, such as updating an account or completing paperwork.

Why AHT Matters for Contact Center Management

AHT directly impacts a company's bottom line: the longer an agent spends on a call, the more expensive that call is to handle, and a high AHT can also mean longer wait times for other customers. AHT is also a useful signal for coaching, an agent with a consistently high AHT may need additional training or support.

How to Reduce AHT

• Give agents clear conversation guidelines so they can stay on topic and avoid unnecessary back-and-forth.
• Provide ongoing training on efficient communication and problem-solving.
• Use technology like call routing and self-service options to reduce time spent on simple requests.
• Monitor calls to identify where agents are struggling and provide targeted coaching.

How Simulation Training Reduces AHT

AI-powered simulation training, such as Zenarate Perform, gives agents a realistic practice environment before they ever handle a live call, which shows up as a lower AHT in several distinct ways:

• Familiarization with the system: practicing navigation of call center software and screens so agents spend less time hunting for information mid-call.
• Improved communication skills: rehearsing active listening, questioning, and empathy in a low-risk environment builds efficiency that carries over to live calls.
• Better problem-solving abilities: exposure to a wide range of scenarios builds the confidence to work through an issue quickly rather than escalating or stalling.
• Team building: shared practice on complex scenarios creates a more collaborative floor, where agents learn from each other's approaches.

Frequently Asked Questions

What is a good AHT?

Benchmarks vary widely by industry and interaction complexity; roughly 6 minutes is commonly cited as an average reference point, but the right target depends heavily on what your specific calls involve.

Does lower AHT always mean better performance?

No. An artificially low AHT can indicate agents are rushing customers or under-resolving issues, which shows up as lower FCR and CSAT elsewhere.

How is AHT calculated?

AHT equals total talk time plus hold time plus after-call work, divided by the total number of interactions handled.

Can AI reduce AHT without hurting quality?

Yes, when it's used to make agents more prepared and efficient, real-time coaching prompts, well-practiced scenarios, rather than simply pressuring agents to move faster.

Related Terms: CSAT, First Call Resolution, Simulation Training

Learn more: See how Zenarate Perform helps agents resolve issues efficiently, without sacrificing quality. Get a Demo