Contact Centre Research

The Majority of Contact Centres Handle Their Calls Within Ten Minutes

Published On: 10th Apr 2015 10:08 - Modified: 19th Jan 2026

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

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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The Majority of Contact Centres Handle Their Calls Within Ten Minutes

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