What is Average Handle Time (AHT)?
Last verified · by Topcalls Team
Definition
Average handle time (AHT) is a key metric in call centers, averaging around 6 minutes for outbound sales calls.
What it is
Average handle time (AHT) measures the total duration of a call from start to finish, including talk time, hold time, and any after-call work. It's an important metric for assessing the efficiency of call centers and AI voice calling platforms. Lower AHT can indicate higher efficiency, but it's important to balance speed with quality service.
In the context of AI voice calling, AHT helps determine the effectiveness of automated interactions. With Topcalls, AHT can be optimized with AI-driven conversations, offering sub-500ms response latency times and handling multiple languages smoothly. At $0.35/min, Topcalls provides an all-inclusive service without hidden fees, enabling businesses to manage costs effectively while maintaining high-quality customer interactions.
Frequently asked questions
- How is average handle time calculated?
- AHT is calculated by adding talk time, hold time, and after-call work, then dividing by the total number of calls.
- What is a good average handle time?
- A good AHT varies by industry, but typically ranges from 4 to 6 minutes for outbound sales calls, balancing efficiency and customer satisfaction.
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