Full formBusiness & Corporate
AHTstands forAverage Handling Time
Full Form of AHT
What is AHT?
Average Handling Time (AHT) is a key performance metric used primarily in call centers and customer service operations to measure the average duration of an interaction between a customer and a service agent. It includes total talk time, hold time, and after-call work time. In India, where the Business Process Outsourcing (BPO) and call center industry is a major employment sector, AHT is a critical benchmark for efficiency and productivity. Companies monitor AHT to balance quick service with quality resolution, ensuring customer satisfaction while controlling operational costs. The metric is widely used in sectors like telecom, banking, e-commerce, and insurance. A lower AHT often indicates efficient handling, but excessively low times may compromise service quality. In exams for MBA, operations management, or customer service certifications, questions about AHT and related metrics like First Call Resolution (FCR) and Customer Satisfaction Score (CSAT) are common. Understanding AHT helps professionals optimize workflows, train agents, and implement automation tools like IVR and chatbots to reduce handling time without sacrificing customer experience.
AHT का फुल फॉर्म
औसत हैंडलिंग समय
Example
The call center manager set a target AHT of 4 minutes per call to improve efficiency while maintaining quality scores.
AHT — frequently asked questions
What is the full form of AHT?
The full form of AHT is Average Handling Time, a metric used to measure the average duration of a customer service interaction.
How is AHT calculated in a call center?
AHT is calculated by adding total talk time, hold time, and after-call work time, then dividing by the number of calls handled during a specific period.
Why is AHT important for Indian BPO companies?
AHT is crucial for Indian BPO companies to balance efficiency and quality, as it directly impacts operational costs, agent productivity, and customer satisfaction metrics.