Average Handling Time

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Hi there. Good morning. It's 5:04am here. Just ended my night work shift as a customer service representative of an online shopping site for fashion dress and shoes. The purpose of this discussion is to share to you my Average Handling Time (AHT). Before that, what is AHT? AHT is short for Average Handling Time. AHT measures our performance in how fast we handle our customers query? For example, on your first chat, you handled the query for 9 minutes and on the second chat, you've handled it about 50 minutes or more. That means, it affect the AHT for both chats because you didn't solve the the customers query as fast you can. Just to let you know, AHT is only one of the scoring matrix to check our performance. As I've shared to you previously, surveys of the customers (tNPS), QA, AHT and CRR (Customer Resolution Response) in which I'll have a separate discussion for that. On the report, my name is in the bottom. That's a good news for AHT because I handled all my customers query as fast as I can because I value the customers time to resolve it ASAP. The lesser the number on AHT, the best number. So, it means, I'm on number 1. Passing AHT as per management is less than 20. Then on this report, my AHT score is 12.26. Since passing is less than 20AHT, it means, only 4 of us in the team passed.