What Is Call Handling Time (CHT)?
Call handling time (CHT) is more commonly referred to as average handle time (AHT). This is a contact center metric used to gauge agent performance and call center efficiency. Call handling time measures the average duration of a customer interaction, starting from the moment an agent answers to when the call ends. CHT or AHT usually includes hold times, transfers, and after call work.
What Call Handling Time Measures
Call handling time measures important performance indicators such as:
How long agents are engaging with customers
If agents need more training to reduce this time
Issues with technology or inefficiencies
Impact on customer satisfaction
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