AHT (Average Handle Time)
Average Handle Time (AHT) is a key measurement used in customer service centers to track how long it typically takes a representative to handle a customer interaction from start to finish. This includes the time spent talking to the customer, any hold time, and the time needed to complete after-call work like updating notes. Companies use this metric to measure efficiency and staff performance, though it's important to balance it with quality of service. When you see AHT mentioned in resumes or job descriptions, it often relates to improving customer service efficiency or managing team performance.
Examples in Resumes
Reduced AHT by 25% while maintaining customer satisfaction scores above 90%
Trained new hires on best practices, resulting in team Average Handle Time reduction of 2 minutes
Achieved lowest AHT in department while maintaining quality standards
Typical job title: "Customer Service Representatives"
Also try searching for:
Where to Find Customer Service Representatives
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you develop a strategy to improve AHT while maintaining customer satisfaction?
Expected Answer: A strong answer should include methods like analyzing call patterns, implementing better training programs, improving system efficiency, and balancing speed with quality of service. They should mention the importance of maintaining customer satisfaction while reducing handle times.
Q: How do you coach team members to improve their AHT?
Expected Answer: Should discuss approaches like call monitoring, identifying areas for improvement, providing targeted training, sharing best practices, and creating actionable improvement plans while maintaining motivation and morale.
Mid Level Questions
Q: What techniques have you used to reduce your own AHT?
Expected Answer: Should mention practical techniques like using templates, improving typing speed, leveraging available tools, better call control, and efficient after-call work processes.
Q: How do you balance AHT targets with customer satisfaction?
Expected Answer: Should explain the importance of finding the right balance between speed and quality, using proper call control techniques, and ensuring customer needs are met efficiently.
Junior Level Questions
Q: What is AHT and why is it important?
Expected Answer: Should be able to explain that AHT measures the total time spent handling a customer interaction and why it matters for efficiency and resource planning.
Q: What factors can affect AHT?
Expected Answer: Should identify basic factors like call complexity, system speed, customer cooperation, representative knowledge, and proper use of hold time.
Experience Level Indicators
Junior (0-1 years)
- Basic understanding of AHT measurement
- Ability to handle routine customer interactions
- Use of basic customer service tools
- Following standard scripts and procedures
Mid (1-3 years)
- Consistently meeting AHT targets
- Efficient use of customer service systems
- Balancing speed with quality
- Training new team members
Senior (3+ years)
- Developing AHT improvement strategies
- Team coaching and performance management
- Process optimization
- Complex problem resolution while maintaining efficiency
Red Flags to Watch For
- No understanding of how AHT is calculated
- Focus on speed without regard for quality
- Inability to explain strategies for improving efficiency
- No experience with customer service metrics
Need more hiring wisdom? Check these out...
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