Contact Centre Research

47% of Contact Centres use Average Handling Time (AHT) to Target Agents

Published On: 18th Nov 2016 08:00 - Modified: 19th Jan 2026

According to our poll, less than half of of contact centres are now using Average Handling Time (AHT) to target agents.

Instead, most contact centres (72%) are now using the metric for planning purposes.

Poll – “How do you use Average Handling Time (AHT)?” – answers

Use it for planning purposes – 72%
Target Agents on AHT – 47%
Measure agents on it but don’t tell them – 25%
We don’t use AHT – 7%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper Webinar Poll – Webinar: Efficiency vs Effectiveness Sample size – 194 Date: October 2016

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

47% of Contact Centres use Average Handling Time (AHT) to Target Agents

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