The Majority of Contact Centres Handle Their Calls Within Ten Minutes


Whilst Average Handling Time (AHT) is different depending on the industry, the results of our poll show that 84% of contact centres handle their calls with ten minutes.

This is evident in the chart below, which shows that 4-5 minutes is the most common AHT, with 35% of the vote from industry experts, closely followed by 6-10 minutes, with 30%.

Poll – What is your Average Handling Time? – answers

Up to 2 minutes: 1%
2-3 minutes: 19%
4-5 minutes: 35%
6-10 minutes: 30%
10+ minutes : 16%

Source: Call Centre Helper webinar: 20 Tips for Improving Average Handling Time     Sample size – 170     Date: January 2015

Author: Megan Jones

Published On: 10th Apr 2015 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, ,

Follow Us on LinkedIn

Recommended Articles

How to Handle Escalation Calls
A photo of a clock
An Introduction to Average Handle Time and How to Reduce It
Person with phone checking watch
7 Strategies for Improving Call Centre Average Handle Time
How to Get the Silent Majority to Respond to a Customer Survey