what is aht in call center

AHT stands for Average Handle Time, which is a metric used in contact centers to measure the average duration of one transaction. It is a crucial metric in the call center industry that measures the amount of time an agent spends handling a customers call or query, including the talk time, hold time, and any after-call work required to resolve the issue. AHT plays a vital role in determining the efficiency and effectiveness of a call centers operations, as well as its impact on customer satisfaction. A low AHT can indicate efficient call handling processes and a high level of agent productivity, while a high AHT can indicate a need for process improvements and additional agent training. Improving AHT can have a positive impact on call center performance, agent productivity, and customer satisfaction.