Contact Center AHT Optimizer
Optimize Average Handle Time (AHT) and estimate staffing cost savings from efficiency gains. Enter values for instant results with step-by-step formulas.
Worked Examples
Example 1: Technical Support
Problem:Talk 5m, Hold 1m, Wrap 2m
Solution:AHT = 5 + 1 + 2 = 8 minutes (480s)
Result:8.0 Mins AHT
Example 2: Order Status
Problem:Talk 2m, Hold 0m, Wrap 30s
Solution:AHT = 2m + 0.5m = 2.5 minutes (150s)
Result:2.5 Mins AHT
Frequently Asked Questions
Is lower AHT always better?
No. Driving AHT too low can hurt First Contact Resolution (FCR) and CSAT. Agents might rush customers or hang up prematurely. Balance efficiency with quality.
How does AHT impact staffing?
Staffing is linearly proportional to AHT. If AHT doubles, you need double the staff to handle the same call volume (assuming occupancy stays constant).
How can I reduce AHT?
1. Better knowledge base (faster answers). 2. Automated screen pop (CRM data). 3. Streamlined ACW processes. 4. Better agent training.
What is a 'good' AHT?
It varies by industry. Retail might be 3-5 mins. Tech support might be 10-15 mins. Compare against your own historical baseline, not generic benchmarks.