If your contact center calls run long, you feel it in your queue, your budget, and your customer reviews. Here, we look at how to reduce Average handle time (AHT) without sacrificing quality.
Average handle time (AHT) is the average time it takes to resolve a contact, from hello to wrap-up. It’s calculated as follows:
AHT = (Talk Time + Hold Time + After-Call Work) ÷ Number of Calls.
NICE lists a typical range of about 4 to 6 minutes for contact centers. Results vary by industry and complexity.
Find the Real Drivers of Your Average Handle Time
Reducing AHT starts with understanding it. Before you roll out new tools or scripts, get the facts on where your time goes. Break AHT into parts, segment by the type of contact, and set a target that supports quality. If you skip this, you chase symptoms instead of causes.
First, measure the parts. Talk time shows how long agents speak or listen. Hold time shows how long the customer waits while the agent works. After-call work, or ACW, is the wrap-up. Some teams only look at the total, then wonder why their changes do not stick. When you measure the parts, you can isolate what to fix.
Next, segment by reason, channel, and customer type. Password resets should not take as long as warranty claims. A first-time buyer may need more guidance than a long-time customer. Phone calls often take longer than chat, since chat allows multitasking. Look at volume and length together. A high-volume, mid-length reason is a strong candidate for gains.
Finally, set a smart goal. Tie AHT to quality outcomes so agents do not rush. A lower AHT that hurts clarity, empathy, or accuracy is not a win. Use a range instead of one hard number, and use rolling averages to smooth spikes.
Pull this data:
- AHT by part: talk, hold, ACW
- AHT by top 5 reasons and by channel
- AHT by new vs returning customers
- Transfers, repeat contacts, and CSAT by reason
- 10 call recordings per top reason for mapping
Know what counts in AHT: talk time, hold time, and after-call work
Talk time is the live conversation. Hold time is any pause with music or silence while the agent works. After-call work is the wrap, notes, and tasks after hang-up. For example, 5:30 talk, 0:20 hold, 0:50 ACW equals 6:40 AHT. Cutting any part lowers AHT, but protect clarity and empathy. Faster is only better if the solution sticks.
Segment AHT by reason, channel, and customer type to spot quick wins
Group by the top 5 contact reasons, new versus returning customers, and phone versus chat. Some reasons should take longer, like fraud or cancellations. That is fine. Look for outliers, where a specific queue or shift runs longer. Target high-volume, mid-length reasons first, since they add up. You will often find a few reasons that drive half your time.
Map the call flow to find dead air, repeats, and system lag
Listen to 10 calls per top reason. Mark timestamps for greeting, verification, diagnosis, solution, and wrap. Note where silence, long holds, or repeats show up. Watch for screen switching and slow systems that force extra seconds. The map shows where to remove friction without changing the core solution.
Set a smart AHT target tied to CSAT and first call resolution
Use a range, not a single number. For example, aim to cut AHT by 10 to 15 percent on two high-volume reasons while holding CSAT and FCR flat or better. Track weekly, but manage with a 4-week rolling average. This keeps the focus on steady results, not short-term swings.
Proven Ways to Reduce Handle Time Without Lowering Quality
Once you know your drivers, fix the friction with simple, high-impact moves. The best tactics save seconds and protect empathy and accuracy. Each small gain compounds across hundreds of calls per day.
Start with information access. If agents hunt for answers, talk time and hold time both climb. A clean knowledge base and helpful assist tools change that. Next, get callers to the right agent faster. Fewer transfers, fewer repeats, and shorter calls. Scripts and checklists make discovery tighter. Your wrap-up can be faster with the right CRM setup. You do not need to rush the customer to get these wins.
Build a fast, trusted knowledge base and agent assist AI
Create short, scannable KB articles with headings, clear steps, and screenshots. Include synonyms and tags so search finds the right page. Use agent assist to surface likely answers and links during the call based on intent and keywords. Measure article open rate and resolution rate to prune or improve content. If an article gets clicks but not resolutions, fix it. Your agents should say, I trust the KB.
Fix routing and IVR so callers reach the right agent faster
Keep IVR menus short and clear. Use language the customer uses, not internal terms. Route by skill and availability. Add screen pop with name, account, and reason code so agents skip re-verifying known details. Good routing cuts transfers and repeat explanations, which lowers talk time and protects the experience.
Use simple scripts, checklists, and empathy phrases that save seconds
Write a short opening that confirms the need in one question. Example: Hi, this is Jamie. I see your order from Monday, is this about tracking or a return? Use a checklist for common fixes so steps are not missed. Add brief, warm phrases like I can help with that, Here is the fastest fix, and I will stay with you while we test it. Do not read like a robot. Speak like a person with a plan.
Cut after-call work with CRM auto-logging, templates, and macros
Enable auto-fill from call recordings or form fields into notes. Use standard note templates that capture the who, what, and result in one short block. Create macros for common wrap codes, follow-ups, and case summaries. Shaving 20 to 30 seconds of ACW per call adds up. Across 500 calls, that is hours saved without touching the quality of the talk.
Keep AHT Low and Quality High With Coaching, QA, and Metrics
You want gains that last. Balance AHT with quality so agents do not rush or skip steps. Use a simple measurement plan, fast coaching cycles, and smart staffing. When pressure drops, people make better choices and calls move faster.
A balanced scorecard keeps everyone on track. Reward the right behavior, not just the shortest calls. Coach with real moments from your own recordings so feedback lands. Support agents in the moment with tools that guide, not distract. And match staffing to demand. A calmer queue produces faster calls and better service, which lifts first call resolution and CSAT.
Use a balanced scorecard: AHT, CSAT, QA, and first call resolution
AHT is average time per handled contact. CSAT is customer rating of the interaction. QA is internal scoring of process and tone. First call resolution is whether you solved it without a follow-up. Set guardrails. Reward AHT gains only when QA and CSAT meet threshold, and FCR holds or improves. Review by team and by reason to catch drift early.
Coach with short call snippets and live support tools
Run weekly 15-minute micro-coaching per agent. Use two or three short clips tied to one behavior, like tighter discovery questions or fewer repeats. Share one winning example from a peer. During live work, use whisper, cue cards, or real-time guidance to help in the moment. Coach what to say, then practice. Speed follows skill.
Staffing and schedules that reduce wait time without rushing
Match staffing to arrival patterns, not averages. Use intraday or split shifts to cover peaks. Cross-train for your top reasons so the queue flows to capable people. Lower queue pressure reduces cognitive load and stress. Agents think more clearly, ask better questions, and resolve faster without cutting corners.
Keep Fine Tuning
Lower AHT without losing quality is simple in concept. Measure the parts, fix the biggest blockers, and protect standards with a balanced scorecard. Remember, typical AHT runs about 4 to 6 minutes, but your best target depends on your use case. Share results with your team, celebrate the small wins, and keep fine tuning.
