Average Hold Time (AHT)

Definition - What does Average Hold Time (AHT) mean?

The average hold time is the average time taken for an operator to answer a call or the time a customer waits in the queue before being answered.

[WEBINAR] Plan for Success: Using Process Models to Achieve Business Goals

Techopedia explains Average Hold Time (AHT)

Handling time is the amount of time between when the system puts the customer on hold until the moment an agent becomes available (or the caller hangs up).

The average hold time is calculated by adding up all inbound customer call hold times and dividing that by the number of inbound customer calls answered by the agent or interactive voice response (IVR) system.

Firms have various options for reducing their average hold time:

Increase their call handling staff to meet demand
Offer more or better IVR to provide some of the services automatically
Reduce handle times through improved call handling procedures, training and system development