Average Handle Time (AHT) is one of the most closely watched KPIs in the contact centre world — but focusing too much on speed can come at the cost of quality. The goal isn't to rush calls — it's to remove friction, empower agents, and streamline the experience.
Train for Confidence, Not Speed
When agents know their tools, products, and processes inside-out, they handle calls more efficiently. Build confidence through comprehensive onboarding, role-playing, and system fluency — not stopwatch pressure.
Use Smart Call Routing
Routing the right call to the right agent matters. Intelligent IVRs and AI-assisted routing can dramatically reduce transfers and ensure customers are handled by the most qualified team member on the first try.
Enable In-Call Tools
Equip your agents with CRM popups, quick-reference scripts, and AI-assisted search. These tools reduce time spent toggling between tabs or digging for answers — and keep conversations focused and fluid.
Streamline After-Call Work
Post-call wrap-up can quietly bloat AHT. Use auto-logging, standard templates, and shortcut macros to cut down manual input. Encourage brief, clear notes instead of long summaries or redundant follow-ups.
Analyze Long Calls for Patterns
Not every long call is a problem — but consistent patterns are worth attention. Are certain call types prone to delays? Is agent knowledge inconsistent? Is your tech stack slowing things down? The answers are in the data.
Handled with the right strategy, reducing AHT isn't about rushing your team — it's about eliminating waste, supporting agents, and creating better outcomes for customers.