Contact Centre Research

Average Handling Time is not an Agent Target in 41% of Contact Centres

Published On: 6th Aug 2026 10:08

As evident in our poll, it appears that targeting agents on Average Handling Time (AHT) is becoming less popular in the industry, with less than 60% of contact centres now doing so.

Poll – “Do you have AHT as an agent target?” – answers

No – 41%
Yes – 59%

Source: Call Centre Helper webinar poll – Webinar: 20 Tips for Improving Average Handling Time Sample size – 170 Date – January 2015

Reviewed by: Robyn Coppell

Average Handling Time is not an Agent Target in 41% of Contact Centres

See more:

Your Next Read