The Average Handle Time Calculator works out AHT from talk, hold and after-call work (ACW), then shows the agent cost of that handle time and the value of cutting it.

How to Use#

Under "What data do you have?", pick From totals or Per call averages.
From totals: enter Total talk time, Total hold time and Total after-call work (ACW), choose whether Times are in minutes or hours, and enter Calls handled in the same period.
Per call averages: enter minutes and seconds for average talk, hold and ACW.
Under "What it costs each month", enter Calls per month, Agent cost per hour and Working hours per agent per month.
Under "What a lower AHT is worth", choose Seconds per call or Percent of AHT and enter the cut.

Inputs#

Talk, hold and ACW: from your dialer or ACD report. ACW is wrap-up: notes, tagging and follow-up.
Calls handled: answered calls only, not abandoned ones.
Calls per month: all calls agents handle in a month. This is separate from the calls figure above.
Agent cost per hour: an example default of 250 rupees. Use your fully loaded cost: salary, benefits, seat and supervision.
Working hours per agent per month: default 160 (8 hours x 20 days). Used only for the FTE figures.

Reading the results#

AHT = (talk + hold + after-call work) / calls handled
Cost per call = AHT in hours x agent cost per hour
Monthly cost = calls per month x AHT in hours x agent cost per hour
Saved per month = calls per month x seconds cut / 3600 x agent cost per hour

Average handle time in min:sec, with the talk, hold and ACW share of it.
Agent hours per month, the full-time agents that represents, Cost per call and Monthly agent cost of handling.
New AHT, Agent hours saved per month, Saved per month (and per year) and FTE-equivalent saved.

Things to know#

Only agent time is costed. Telephony, software and idle time between calls are not included.
Savings assume saved minutes go to other calls or fewer paid hours. If agents sit idle, nothing is saved.
A seconds cut cannot exceed the current AHT.
Cutting AHT by rushing callers can create repeat calls. Check the effect with the FCR calculator before setting a target.