Call Center 
December 27, 2024
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Average Handle Time (AHT) is a critical call center metric that calculates the average time of an entire customer interaction, from initiation to completion. It includes the time an agent spends talking to the customer, any hold time, and the after-call work required to resolve the issue. AHT is calculated by summing the total talk time, hold time, and after-call work and dividing it by the number of calls handled. Average handle time is crucial in call centers as it directly impacts operational efficiency, customer satisfaction, and cost management.
Conversely, a high average handle time negatively impacts a business by reducing contact center efficiency and increasing operational costs. Prolonged call durations limit the number of calls agents can handle, leading to longer customer wait times and decreased customer satisfaction. This inefficiency often necessitates hiring additional staff, raising labor costs. Moreover, extended call times can indicate unresolved process or training issues, further straining resources.
High AHT also poorly reflects the company's ability to provide quick and effective customer support, potentially damaging the business's reputation and leading to customer attrition. Therefore, reducing AHT in call centers is thus essential for maintaining cost efficiency and customer loyalty.
This blog discusses how to reduce average handle time in call center in 2025, best tips, AHT calculation formula and more.
The following are some solutions to the question ‘how to reduce talk time in a call center’:
Here are the top 10 tips to reduce average handle time:
Optimizing call routing is essential for reducing AHT in call centers. By utilizing intelligent call routing systems, calls are directed to the appropriate agents on the basis of their skills, experience, and availability. This ensures that customers are effectively connected to an agent who can efficiently resolve their issues without unnecessary transfers or delays. Advanced call routing algorithms consider factors such as the nature of the call, agent expertise, and real-time workload balancing to streamline the process. Implementing these systems reduces hold times and increases the likelihood of first-call resolution, ultimately decreasing AHT in the call center and improving customer satisfaction.
Intelligent call routing also helps distribute the call load evenly among agents, preventing burnout and enhancing overall operational efficiency. Additionally, it can integrate with CRM systems to provide agents with relevant customer information before the call is connected, enabling quicker and more personalized service.
How to Improve AHT by Optimizing Call Routing - Tips
Well-designed call scripts can significantly reduce AHT by guiding agents through calls smoothly. Scripts should be clear, concise, and flexible enough to allow agents to address unique customer needs. They should include key phrases for common issues, troubleshooting steps, and closing statements. Regularly updating scripts to reflect new products, services, or policies ensures they remain relevant and effective. Training agents to use scripts as a guide rather than a strict script can improve natural conversation flow.
Effective call scripts help agents quickly provide consistent, accurate information, minimizing call duration and enhancing customer experience. Furthermore, incorporating feedback from agents and customers into script revisions can help identify and eliminate potential bottlenecks, making the scripts more practical and efficient over time. Additionally, integrating dynamic scripting tools that adjust based on customer responses can further streamline the call-handling process.
How to Reduce Average Handle Time Using Effective Call Scripts - Tips
Advanced contact center technologies, such as AI-powered chatbots, automated call distribution (ACD) systems, and customer relationship management (CRM) software, can streamline call handling and reduce AHT. AI chatbots handle routine inquiries, freeing agents to focus on more complex issues. ACD systems efficiently distribute calls to available agents, minimizing wait times. Likewise, CRM software provides agents with customer history and information at their fingertips, enabling quicker resolution.
These technologies automate repetitive tasks, provide real-time data, and support agents in delivering efficient service, ultimately reducing the time spent on each call and enhancing operational efficiency. Moreover, incorporating analytics tools can help identify patterns and areas for improvement, allowing for proactive adjustments to processes and training. The integration of these technologies not only reduces the AHT call center but also enhances the overall customer experience by providing faster and more accurate service.
How to Improve AHT Using Technology - Tips
Regular call monitoring and coaching are vital for maintaining and improving agent performance. Supervisors can use call recording and monitoring tools to review calls and identify areas where agents need improvement. Providing constructive feedback and targeted coaching sessions helps agents develop their skills and address specific challenges. Role-playing exercises and listening to best-practice call recordings can further enhance their abilities.
By continuously refining agent performance through monitoring and coaching, contact centers can ensure that agents handle calls more efficiently, reducing call center AHT and improving overall service quality. Additionally, call monitoring can help identify common customer issues, allowing for better scripts and training programs to be developed. Effective coaching also fosters a culture of continuous improvement, where agents feel supported and motivated to enhance their performance consistently.
How to Reduce Average Handle Time Using Call Monitoring - Tips
A robust and easily accessible knowledge base is valuable for reducing AHT. It should contain comprehensive, up-to-date information on products, services, and troubleshooting steps. Agents should be trained to quickly navigate and utilize the knowledge base during calls. Incorporating search functionality and categorizing information logically can enhance usability. Regularly updating the knowledge base ensures it remains relevant and useful.
A well-maintained knowledge base enables faster issue resolution by providing agents with quick access to accurate information, reducing the time spent on each call, and enhancing customer satisfaction. Furthermore, a knowledge base that includes multimedia content such as videos and diagrams can be particularly helpful for complex issues. Encouraging agents to contribute to and update the knowledge base can also foster a sense of ownership and continuous improvement.
How to Improve AHT with Access to Knowledge Base - Tips
Focusing on improving First-Call Resolution (FCR) is key to reducing call center AHT. Ensuring that customer issues are resolved during the initial call eliminates the need for follow-up calls, thus reducing the overall call volume and handling time. Thoroughly training agents, empowering them with decision-making authority, and providing them with comprehensive resources can enhance FCR rates. Implementing feedback mechanisms to identify common issues and streamline resolution processes can also help.
By prioritizing FCR, call centers can reduce AHT, enhance efficiency, and improve the customer experience. Tracking FCR metrics and analyzing the root causes of repeat calls can provide valuable insights for continuous improvement. Focusing on FCR reduces AHT and boosts customer satisfaction by resolving issues promptly.
How to Reduce Average Handle Time with FCR - Tips
Streamlining call-handling processes involves reviewing and refining workflows to eliminate unnecessary steps and reduce time spent on each call. This can include optimizing call scripts, automating routine tasks, and simplifying data entry procedures. Implementing real-time analytics and reporting tools allows supervisors to identify bottlenecks and inefficiencies quickly. Regularly revising and updating processes based on feedback from agents and customers ensures they remain effective.
By creating more efficient workflows, call centers can reduce AHT, enhance agent productivity, and deliver faster, more effective customer service. Standardizing best practices and ensuring consistent application across the team can further streamline operations. Involving agents in process improvement initiatives can lead to practical insights and greater buy-in for changes.
How to Reduce Average Handle Time with Streamlined Call Handling - Tips
Encouraging customers to use self-service options, such as interactive voice response (IVR) systems, online FAQs, and customer portals, can significantly reduce AHT. Self-service options allow customers to get answers to their questions and resolve issues without speaking to an agent. This reduces call volume and frees up agents to handle more complex inquiries. Regularly updating self-service resources and ensuring they are user-friendly enhances their effectiveness.
By promoting and maintaining robust self-service options, call centers can streamline operations and improve AHT and overall customer satisfaction. Furthermore, analyzing customer interactions with self-service tools can provide insights into common issues and help improve the resources offered. Encouraging user feedback can also lead to enhancements that make self-service options even more effective.
How to Reduce Average Handle Time with Self-Service - Tips
Utilizing workforce management (WFM) tools is essential for optimizing agent scheduling and reducing AHT. These tools help forecast call volumes, schedule the right number of agents for peak times, and minimize idle time. They also provide insights into agent performance, enabling targeted training and development. Real-time monitoring and adjustment capabilities ensure staffing levels remain optimal throughout the day.
By effectively managing workforce resources, call centers can reduce wait times, balance agent workloads, and ensure efficient call handling, ultimately lowering AHT and improving service quality. Additionally, WFM tools can help identify trends and predict future staffing needs, allowing for better long-term planning. Integrating WFM with other call center technologies can further enhance operational efficiency and agent performance.
How to Reduce Average Handle Using Workforce Management Tools - Tips
Investing in comprehensive training programs is crucial for equipping agents with the skills needed to handle calls efficiently. Training should cover product knowledge, effective communication, and problem-solving techniques. Regular workshops and refreshers keep agents updated on new procedures and products. Simulated call scenarios and role-playing exercises can help agents practice handling different types of calls. By building agent confidence and competence, training programs enable agents to resolve customer issues more quickly and accurately, minimizing the time spent on each call and improving overall call center performance.
Moreover, continuous learning opportunities encourage agents to stay engaged and motivated, which can result in better job satisfaction and lower turnover rates. Enhanced training programs should also include modules on using call center technology effectively, understanding customer behavior, and managing stress, all of which contribute to a more efficient handling process.
How to Reduce Average Handle Time with Enhanced Training Programs - Tips
As customer expectations rise, organizations will use AHT to balance efficiency with quality of service. Maintaining a low AHT will be essential for managing high call volumes and ensuring quick resolutions, but it must also be aligned with customer satisfaction goals. The future focus will be on optimizing AHT without compromising customer interaction quality as businesses strive to deliver prompt and effective service while enhancing the overall customer experience. In addition, AHT will become increasingly significant in evaluating the performance of multi-channel and omni-channel customer support systems.
However, in pursuit of reducing AHT, businesses may fail to achieve a balance between efficiency and personalization. Personalizing interactions often requires more time, and businesses may struggle to provide tailored service while adhering to AHT targets. This tension can result in a mechanical and less empathetic customer experience, which may not meet customer expectations for personalized service. Furthermore, managing AHT across multiple communication channels—such as phone, chat, email, and social media—can be complex. Inconsistent service quality across these channels can undermine the seamless experience customers expect, potentially creating gaps in service. This is where outsourcing can be proven to offer exceptional service quality by utilizing skills and expertise to manage high call volumes efficiently.
At Invensis, we implement a suite of advanced solutions and best practices tailored to enhance call center efficiency. We streamline call routing and handling processes by ensuring calls are directed to the most qualified agents, reducing time spent on transfers and misdirected inquiries. Invensis also focuses on optimizing agent training programs, equipping agents with the skills and tools necessary for quick and effective problem resolution. Contact us today to enhance customer satisfaction by ensuring efficient and accurate service delivery with our call center outsourcing services.
1. How do I reduce my average handle time?
To reduce average handle time (AHT), optimize call routing, enhance agent training, and utilize effective call scripts. Implement advanced technologies like AI chatbots and CRM systems to streamline processes. Regular call monitoring and feedback help identify inefficiencies while encouraging the use of a comprehensive knowledge base to ensure quick and accurate issue resolution.
2. How can I reduce my handling time?
Reducing handling time involves refining workflows, automating routine tasks, and promoting self-service options for customers. Investing in workforce management tools to optimize scheduling can balance agent workloads. Ensuring agents have access to updated knowledge bases and continuously training them on best practices contributes to quicker and more efficient call handling.
3. What causes a high average handle time?
High average handle time is often caused by inadequate agent training, inefficient call routing, and outdated technology. Agents lacking the necessary skills or resources may struggle to resolve issues promptly. Poorly designed workflows and insufficient access to relevant information can further extend call durations, leading to higher AHT call centers and reduced operational efficiency.
4. What is a good average handle time?
A good average handle time varies by industry but generally ranges from 4 to 6 minutes. It balances efficiency with quality customer service, resolving issues promptly without sacrificing the customer experience. Monitoring AHT alongside metrics like first-call resolution and customer satisfaction helps determine the optimal handling time for your specific business context.
5. How to improve average handle time?
To improve average handle time, businesses should streamline processes by providing comprehensive training for agents, utilizing efficient call routing systems, and leveraging customer relationship management (CRM) tools. Implementing self-service options and FAQs for common issues also helps improve AHT in the call center. Likewise, regularly monitoring and analyzing performance metrics also help identify bottlenecks and continuously refine workflows for faster resolution.
6. How to reduce AHT as an agent?
As an agent, you can reduce AHT by familiarizing yourself with common issues and solutions, utilizing scripts and templates for quick responses, and efficiently navigating CRM tools. You also need to stay focused during calls, minimize hold times, and avoid unnecessary chit-chat. Continuous self-improvement through training and feedback will enhance your problem-solving speed and efficiency.
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Sophia is a seasoned professional in the call center industry, bringing extensive knowledge and expertise to her writing. Over the years, her experience working with diverse industries has helped her offer her readers valuable insights and effective customer-centric solutions. She enhances customer service, optimizes call-handling processes, and improves overall call center performance. As a prominent writer in the call center space, Sophia delivers concise and actionable guidance, empowering businesses to deliver exceptional customer experiences.
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