Question 1

What are the components of AHT?

Accepted Answer

AHT (Average Handle Time) has three components: Talk Time (active conversation with the customer), Hold Time (customer on hold while agent researches), and After-Call Work or ACW (documentation, disposition codes, follow-up tasks after the call ends). AHT = Talk + Hold + ACW.

Question 2

What causes AHT to increase?

Accepted Answer

Common causes by component: Talk Time increases from new agent ramp-up, complex product launches, or inadequate knowledge base. Hold Time increases from system slowness, knowledge gaps requiring supervisor consultation, or routing issues. ACW increases from new CRM fields, complex disposition codes, or process changes requiring additional documentation.

Question 3

How do I reduce after-call work time?

Accepted Answer

Start with process audit: Are agents documenting information already captured by the system? Auto-populate disposition fields where possible. Implement call summarization tools. Set ACW time limits with coaching support. Best-in-class ACW is 30-45 seconds for simple transactions, 60-90 seconds for complex.

Question 4

What is a good AHT benchmark?

Accepted Answer

AHT varies dramatically by industry and contact type. General customer service: 360-480s. Technical support: 480-720s. Sales: 300-420s. The goal is not the lowest AHT — it is the optimal AHT that balances efficiency with quality (first contact resolution).

Question 5

How do I identify the root cause of AHT variance?

Accepted Answer

Break AHT into its three components and compare period-over-period. The component with the largest absolute change is usually the primary driver. Talk Time variance suggests complexity or training issues. Hold Time variance suggests system or routing issues. ACW variance suggests process or documentation changes.

AHT Variance Analyzer

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