Average Handling Time (AHT)
Average Handling Time (AHT) is a metric used in call centers and other customer service environments to measure the average amount of time it takes for an agent to handle a customer interaction from start to finish. This includes the time spent on the call, as well as any additional time spent on post-call tasks, such as logging the call or entering information into a system. AHT is calculated by dividing the total amount of time spent on all interactions by the number of interactions handled. It is usually used to evaluate the efficiency and productivity of agents and identify areas where improvements can be made. A lower AHT generally indicates that agents are handling interactions more quickly and efficiently, which can lead to improved customer satisfaction and a higher call-handling capacity.
Learn MoreFurther Reading
Government-Grade Security: How T-Metrics Meets FedRAMP, StateRAMP, and JITC Standards
T-Metrics stands out as the only contact center solution meeting the strict security requirements of FedRAMP, StateRAMP, and JITC, essential for protecting sensitive government data.
Revolutionize Your Contact Center with Our Omnichannel Solution: JITC Certified for Over 20 Years
At T-Metrics, we're at the forefront of this mission with our Omnichannel Contact Center Solution. With a distinguished history spanning more than 20 years of JITC certification, we've earned the trust and partnership of over 100 Department of Defense facilities worldwide.
Omnichannel Healthcare and T-Metrics: Transforming Patient Experience
In today's dynamic healthcare landscape, seamless communication is the cornerstone of patient satisfaction. Discover how we're transforming patient interactions, ensuring every touchpoint — from phone calls to social media — is consistent, efficient, and patient-focused. Embrace the future of healthcare communication, where care meets convenience.
General Contact Information
Address
4430 Stuart Andrew Boulevard Charlotte, NC 28217
Driving Directions