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23rd January 2013
The Average Handling Time in contact centres, across all sectors, lies somewhere in between 5-9 minutes, according to the contact centre professionals who took part in our poll.
Whilst the 5-9 minute option was the most selected in our poll, with 43% of the vote, 34% did note that their contact centres AHT was in fact between 3-4 minutes.
Poll – “How long is you Average Handling Time” – answers
Less than 1 minute: 1%
1 – 2 mins: 9%
3 – 4 mins: 34%
5– 9 mins: 43%
10 mins: 13%
Source: Call Centre Helper webinar: 10 Ways to reduce Average Handling Time Sample size – 337 Date: January 2013
Jonty Pearce walked into his first call centre in 1989 and has been hooked ever since. He founded Call Centre Helper in 1989.
He is an Engineering Graduate with a background in marketing and publishing. In 2020 he won the AOP Digital Publishing Award for The Best Use of Data.
He writes and speaks on a wide variety of subjects - particularly around forecasting and scheduling. His in depth knowledge of forecasting algorithms has earned him the nickname "Mr Erlang."
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
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" alt="Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals">