Average reply time

contact center

Also known as average handle time (AHT), this is a measure of the average length of a customer service call from the beginning to the end. This is inclusive of talk time, any hold time, and activities the agent may have to take care of to wrap up the call after it ends. The industry standard is about six minutes and varies based on the industry and size of the business.

Experience 101

Platform

Company

Resources

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