The Majority of Contact Centres Handle Their Calls Within Ten Minutes

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Whilst Average Handling Time (AHT) is different depending on the industry, the results of our poll show that 84% of contact centres handle their calls with ten minutes.

This is evident in the chart below, which shows that 4-5 minutes is the most common AHT, with 35% of the vote from industry experts, closely followed by 6-10 minutes, with 30%.

Poll – What is your Average Handling Time? – answers

Up to 2 minutes: 1%
2-3 minutes: 19%
4-5 minutes: 35%
6-10 minutes: 30%
10+ minutes : 16%

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

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

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