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