Average handle time (AHT) is the average time a contact center spends on a customer interaction, including talk time, hold time, and the after-call work that follows.
Why it matters
It’s easy to read as a speed score, but a short call isn’t the same as a good one, and cutting time can cut the chance to help or sell. For a revenue-focused team, AHT is best read next to conversion, so you can see what each minute of conversation earns.
What it looks like
If a team’s calls average 6 minutes and 1 in 5 books an appointment, each booking takes about 30 minutes of conversation time. A change that shortens calls but books fewer appointments makes the average look better and the team worse.
Related terms
Conversion rate · Close rate · Call abandonment rate · Contact center