What Is Average Handle Time? Plus, Learn Strategies to Optimize It

What is average handling time (AHT) in customer support?

Average Handle Time (also known as AHT) is the average time an agent spends on a customer interaction, from when the customer initiates contact until the issue is resolved, or the conversation ends. It is typically measured in minutes and seconds.

How to measure average handle time

Measuring AHT is often presented as a simple formula—total talk time plus total hold time plus after-call work, divided by the number of interactions handled. In theory, it sounds straightforward, but in practice, measuring AHT accurately is far more nuanced. 

Many companies used to rely on manual report creation, assuming a simple excel sheet told the full story. The reality is that when calculating manually, it can be difficult to consolidate all interaction types, account for interruptions, or include multi-channel interactions like emails, chats, and calls - making AHT seem higher or lower than it truly is.

Modern customer support tools make tracking AHT easier. It automatically logs call durations, chat sessions, and ticket resolution times.

However, relying solely on software can also be misleading if context is ignored. For example, agents handling more complex tickets may have longer AHTs, which doesn’t necessarily indicate inefficiency. To get an accurate measure, it’s important to combine software-generated metrics with human insights about interaction complexity, customer satisfaction, and workflow bottlenecks.

Factors that affect average handle time in customer support

Understanding the factors that influence AHT is essential for optimizing customer interactions:

1. Interaction complexity

The complexity of customer requests affects handle time. Simple inquiries or orders will take less time to resolve than more complicated issues that require research or multiple approvals.

2. Call volume and staffing

Having the right number of support agents is crucial. Small to mid-size businesses need to balance staffing with expected call volume to manage interactions efficiently and keep AHT within acceptable limits.

3. Technology 

The software and tools available to support agents, such as CRM systems or automated ticketing, can significantly streamline workflows which in turn reduce manual effort and streamline your workflows.

4. Working system

Well-structured scripts, questionnaires, or phone menu systems can help guide customers through their requests quickly and allow agents to handle calls more efficiently.

How to reduce AHT without sacrificing customer satisfaction

1.Evaluate current workflows

The first thing you need to do is figure out your current workflows. This helps you in two ways: you can see where the gaps are, and figure out the tactics that can bridge these gaps.

Here’s how to do it:

• Map out each step of your workflow and highlight repetitive or unnecessary tasks.
• Gather staff feedback on pain points and improvement opportunities.
• Implement changes to streamline processes and remove low-value activities.

2. Staff training and development

Your staff are the ones managing customer interactions every day, so their ability to use tools efficiently and communicate clearly plays a big role in how quickly issues get resolved.

To make your team more confident and capable, start conducting biweekly workshops each month. Use these sessions to walk through real customer scenarios, demonstrate new system features, and share quick tips that improve efficiency

3. Standardized documentation

Once your team is trained and confident in handling customer interactions, the next step is to make sure all your processes, resources, and rules are clearly documented. 

Having standardized guides and templates ensures staff know exactly how to handle common yet complex scenarios without guessing or reinventing the process each time.

For example, documenting how to handle returns. In the document, highlight:

• Step-by-step instructions for verifying the order and eligibility for return.
• System actions like generating return labels or updating the order status.
• Timeframes for processing the return and issuing refunds.
• Escalation rules if an issue falls outside standard procedures.

4. Customer education and engagement

Preparing the person on the other end speeds the exchange and reduces back-and-forth. 

Make it easy for customers to understand what information to provide and how your processes work—whether it’s order details, returns, or subscription setup—so your team can resolve issues faster and more efficiently.

You can start by:

• Using concise digital intake forms that capture all the information your team needs to provide effective support.
• Publishing FAQs with tools like Mevrik for common questions so customers can self-serve when possible.
• Including a single “what to expect” line in email confirmations or reminders to reduce confusion.

5. Scheduling and workload management

A great way to improve efficiency and reduce handle time is by organizing your team’s schedule based on task type and customer volume.

For example, E-commerce teams often face spikes during promotions, launches, or seasonal sales. Without proper scheduling, support requests and order processing can pile up, slowing down response times and frustrating customers. 

Try different strategies to keep workflows balanced and efficient including:

• Reserving specific slots for quick tasks like order verification and separate blocks for complex issues or escalations

• Adding buffer slots each day to handle unexpected spikes without delaying other tasks

• Implementing automated reminders for scheduled calls, demos, or follow-ups to reduce missed appointments

• Offering online self-scheduling for consultations or support sessions to reduce phone or chat load

6. Data analysis 

Not every tactic you try will improve your average handle time, and that is normal. However, what can become an issue is not tracking all your efforts. Without measuring results, there is a chance you might waste your precious time and ultimately end up not fulfilling customer needs. 

Try below ways to collect your data effectively including:

• Creating dashboards to visualize trends and spot bottlenecks quickly

• Running root-cause analysis on spikes in handle time or ticket volume

• Comparing results from small process changes before rolling them out company-wide

• Tracking customer satisfaction alongside efficiency metrics to balance speed with quality

How to use AI to improve average handle time

AI has been recently marketed as the ultimate solution for speeding up customer interactions, but the reality is more nuanced. Simply deploying AI without understanding the underlying workflows can quickly backfire

One platform making the implementation and usage process practical is Mevrik, which approaches AI adoption with a focus on operational efficiency. Here is Mevrik integrates AI into the workflows that matter most: 

• Centralized communication and skill-based routing: By consolidating all customer messages into one interface and automatically directing queries to the right agent, teams can respond faster and reduce handoffs.
• Faster resolution: Mevrik AI Agents, guide customers through standard issues automatically and provide real-time support suggestions to human agents.
• Instant access to relevant information: AI Knowledgebase surfaces the right resources during customer interactions, giving agents immediate answers and reducing time spent searching for documentation or troubleshooting steps.

Final thoughts

Optimizing average handle time isn’t the only factor in delivering great customer support—but it plays an important role. By using strategies like workflow improvements, staff training, and AI-powered tools, teams can work more efficiently and provide faster resolutions.

When AHT is actively measured and improved, employees feel empowered because they have clear processes, the right tools, and the knowledge to handle interactions effectively. 

If you want to start improving your team’s efficiency and delivering faster, smoother customer support, platforms like Mevrik make it simple. Click here to sign up and see how AI-powered tools can help your team handle interactions smarter and faster.