Average Handling time is crucial to measure how good your support team is doing. Surprisingly, growing businesses tend to avoid measuring this important metric. Losing revenue and customers in the process.
Average handle time or AHT is basically the time it takes to resolve a customer support interaction from start to finish. This includes the time to submit the first response, time on hold, and the time it takes to follow up and close the conversation.
This measure can vary significantly depending on the channel you’re using. Emails have a lesser average handling time compared to calls. We’ll elaborate on the ideal wait times for each channel later on.
