What is Average Hold Time (AHT)

What Is Average Hold Time (AHT)?

Average Hold Time (AHT) is a metric used in call center operations to measure the average time a customer spends on hold during a call. It is calculated by dividing the total time customers spend on hold by the total number of calls handled by the call center during a specific period, such as a day, week, or month.

Why it matters:

AHT is an essential metric for call center leaders as it provides clear-cut insight into the efficiency of their operations.

A high AHT may indicate issues with staffing or call routing procedures.

A low AHT may suggest that the call center is handling calls effectively and providing speedy, quality service to customers.

Several factors can impact AHT, including call volume, agent productivity, and call complexity. For example, a call that requires more time to resolve will result in a higher AHT than a simpler call.

Call centers typically set targets for AHT based on industry benchmarks and their business needs. However, focusing solely on reducing AHT can negatively impact customer satisfaction. Customers may feel rushed or neglected if agents are too focused on quickly ending calls to meet AHT targets.

Call centers can use AHT data to identify areas for improvement and implement strategies to reduce hold times:

Call routing can be modified to ensure calls are directed to the most appropriate agent.

Training can be provided to agents to help them resolve calls more quickly and effectively.

It is also essential for call centers to monitor AHT by call type, department, and agent. This enables managers to identify trends and areas of improvement. For example, if one department has a consistently higher AHT than others, it may indicate a need for additional staffing or training.

Average Hold Time (AHT)

Get new terms
directly to your inbox.