The Average Handling Time (AHT) is a term that refers to the average duration of one phone call between a client and a call centre agent. Shortening the average time not only increases customer satisfaction but also reduces the costs of the call centre and increases its capacity. Cutting the AHT should therefore be one of the priorities of a call centre manager and here are nine tips on how to do it. According to Call Centre Helper, the average handling time can be divided into three sections, and there are three tips on how to shorten duration.
