The Majority of Contact Centres Handle Their Calls Within Ten Minutes



1,327

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

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


Recommended Articles

A photo of a clock
An Introduction to Average Handle Time and How to Reduce It
How to Handle Escalation Calls
How to Get the Silent Majority to Respond to a Customer Survey
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.