Should You Remove Average Handling Time (AHT) as an Agent Target?


Ben Booth at MaxContact answers the important question on whether or not contact centres should remove AHT as an agent target.

Should You Remove Average Handling Time (AHT) as an Agent Target?

Ben Booth at MaxContact
Ben Booth

Absolutely not. But it also shouldn’t be used in isolation.

If you use average handle time as a single KPI, it typically drives more customer experience behaviour within the contact centre.

When you target your agents to get off the interaction, that’s not a good customer experience and typically increases the average handle time of the whole journey with repeat interactions.

But it should be used as a leading indicator of problems. So if the average handle time is high, you could look at what’s the reason those interactions are high? Is it a training issue? Is it a certain type of case that people don’t know how to solve?

And you can do something about that. I’d say no KPI should be used in isolation and should always be used in conjunction to give you a full view of what’s going on in the contact centre.

If you are looking for more great video insights from the experts, check out these videos next:

Author: Ben Booth
Reviewed by: Robyn Coppell

Published On: 11th Apr 2023 - Last modified: 20th Nov 2023
Read more about - Video, , , ,

Follow Us on LinkedIn

Recommended Articles

Average Handling Time (AHT) formula
How to Measure Average Handling Time (AHT)
A picture of reducing average handling time (AHT)
32 Tips for Reducing Average Handling Time (AHT)
A picture of a stopwatch marked at 20 seconds
How to Safely Knock 20 Seconds Off Your Average Handling Time (AHT)
coloured clock
29 Tips for Improving Average Handling Time (AHT)