How to Calculate AHT in ExcelThis tutorial demonstrates how to use Excel to determine the average handling time. Employee performance in contact centres and other customer service offices is often evaluated using the Average Handling Time (AHT) statistic. Here, we'll discuss about two quick methods to calculate AHT. How Long Does It Usually Take to Handle?An employee's time to assist a customer is known as average handling time or AHT. It determines how soon a worker can resolve a client's issue. Typically, every call center software records the entire conversation between the staff and the client. A lower average handling time indicates that a worker solves a customer's issue faster. Characteristics of the Average Handling Time The average handling time is computed using four parameters. These include the number of calls, talk time, hold time, and after-call tasks.
Formula for Average Handling TimeTo determine the Average Handling time, one must tally each employees speak, hold, and after-call task durations. Then, divide the total by the number of calls. The formula to get the average handling time is: Sometimes, the acronym ACT stands for "After Call Task." Excel Provides Two Methods for Computing Average Handling Time1. Using an Excel formula, determine the average handling timeThe data used to demonstrate this approach includes the number of phone calls, talk time, holding time, and after-call task time of a few call center staff. Our dataset's AHT column will compute the Average Handling Time. For our second strategy as well, we will use the same dataset. To understand this strategy, let's follow the below steps. Steps:
In the above example, the talk, hold, and after-call task times are totalled using the SUM Function. Afterwards, the number of calls for AHT is divided by the total.
In the above example you will notice that Henry's average handling time is 0:05:20. He takes 4 minutes and 33 seconds to handle a task. Jackson appears to have the lowest average handling time based on the dataset. 2. Use Excel to manually calculate the Average Handling TimeExcel spreadsheet enables its users to manually calculate the average handling time. We will use the above dataset for this example as well. To learn more, follow the instructions below. Steps:
Here, the formula adds the data from Cells C5, D5, and E5 and then divides the sum by the number of calls included in Cell B5.
Advantages of Excel's Average Handling TimeAverage Handling Time is a statistic used to assess employee performance and customer satisfaction. However, it is not the only metric used to assess these factors. Furthermore, there are several advantages to increased average handling time that can benefit clients and staff. An organisation that raises its AHT will undoubtedly see increases in customer happiness, employee quality, and cost savings.
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