Handle Time
Handle Time, also known as Average Handle Time (AHT), is a key measurement in call centers that tracks how long it takes an agent to complete a customer interaction from start to finish. This includes the actual conversation time, any hold time, and the time spent on after-call work like updating customer records. It's similar to other customer service metrics like First Call Resolution or Response Time. Companies use Handle Time to understand how efficient their customer service team is, though it's important to note that faster isn't always better - the focus should be on balancing speed with quality of service.
Examples in Resumes
Consistently maintained Handle Time below team average while maintaining 95% customer satisfaction
Reduced Average Handle Time by 25% through improved call flow processes
Trained new hires on best practices for managing AHT and customer satisfaction
Achieved top performer status with Handle Time metrics while maintaining quality standards
Typical job title: "Call Center Representatives"
Also try searching for:
Where to Find Call Center Representatives
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you develop a strategy to improve handle times across a large team while maintaining quality?
Expected Answer: Look for answers that discuss analyzing current processes, implementing training programs, using quality monitoring tools, and balancing efficiency with customer satisfaction metrics.
Q: What methods have you used to coach agents on improving their handle time?
Expected Answer: Should mention techniques like side-by-side coaching, call monitoring, identifying specific areas for improvement, and creating individualized development plans.
Mid Level Questions
Q: What factors can impact handle time and how do you address them?
Expected Answer: Should discuss system issues, complex customer situations, lack of proper tools or information, and suggest solutions like improved training, better knowledge bases, or streamlined processes.
Q: How do you balance handle time requirements with customer satisfaction?
Expected Answer: Should explain the importance of efficient service while ensuring customer needs are met, and mention specific techniques they've used to achieve both goals.
Junior Level Questions
Q: What is handle time and why is it important?
Expected Answer: Should be able to explain that handle time measures how long it takes to complete a customer interaction and why it matters for both customer satisfaction and operational efficiency.
Q: What steps do you take to manage your handle time effectively?
Expected Answer: Should mention basic techniques like using scripts efficiently, managing hold time properly, and completing after-call work promptly.
Experience Level Indicators
Junior (0-1 years)
- Basic understanding of handle time metrics
- Ability to follow scripts and procedures
- Basic customer service skills
- Familiarity with call center software
Mid (1-3 years)
- Consistent handle time management
- Advanced customer resolution skills
- Ability to handle complex cases efficiently
- Knowledge of multiple products/services
Senior (3+ years)
- Handle time optimization techniques
- Team coaching and training
- Process improvement expertise
- Performance management skills
Red Flags to Watch For
- Excessive focus on speed over quality
- Unable to explain basic handle time concepts
- No experience with call center software
- Poor communication skills
- No understanding of customer service basics
Related Terms
Need more hiring wisdom? Check these out...
Reducing Time-to-Hire: Practical Strategies Using AI Tools
Beyond Borders: Mastering the Art of a Global Onboarding Calendar
From Wait Times to Chatlines: Why Chatbot-Based HR Self-Service Is the Future You've Been Avoiding
