What is Average Handle Time (AHT) in SaaS?
Average Handle Time (AHT) is a customer support metric that measures the average duration it takes for a support agent to resolve a customer inquiry or ticket, including talk time, hold time, and after-call work.
In SaaS, AHT is crucial for evaluating support efficiency, team productivity, and customer experience.
Why Does Average Handle Time Matter for SaaS Companies?
AHT is important because it:
- Provides insights into support team efficiency
- Helps optimize resource allocation
- Impacts customer satisfaction and retention
- Supports SLA compliance
- Identifies areas for process improvement or automation
A lower AHT can indicate efficient support, but extremely low AHT may signal rushed or incomplete resolutions.
How is Average Handle Time Calculated?
The formula for AHT is:
Example:
- Total talk time: 500 minutes
- Total hold time: 100 minutes
- Total after-call work: 50 minutes
- Number of calls handled: 50
- AHT = (500 + 100 + 50) ÷ 50 = 13 minutes per call
What Factors Affect Average Handle Time?
- Complexity of customer issues
- Agent skill and experience
- Availability of support tools and resources
- Use of automation or self-service options
- Ticket routing efficiency
How Can SaaS Companies Optimize AHT?
✅ Implement knowledge bases and self-service tools
✅ Use workflow automation for repetitive tasks
✅ Provide agent training and coaching
✅ Optimize ticket routing and triage
✅ Monitor AHT trends alongside customer satisfaction
What Are Common Mistakes in Tracking AHT?
🚫 Ignoring after-call work in calculations
🚫 Focusing solely on speed, not quality of resolution
🚫 Not segmenting AHT by issue type or channel
🚫 Using averages without understanding distribution
🚫 Over-automation leading to poor customer experience
Why AHT is Critical for SaaS Growth
- Customer Satisfaction: Efficient resolution improves retention
- Operational Efficiency: Optimizes staffing and support costs
- SLA Compliance: Ensures response times meet contractual obligations
- Data-Driven Decisions: Identify bottlenecks and improve processes
- Performance Benchmarking: Compare teams, agents, or support channels
Related SaaS Terms
- Customer Support Metrics
- First Response Time (FRT)
- CSAT (Customer Satisfaction Score)
- Ticket Resolution Time
- Workflow Automation
In Summary
Average Handle Time (AHT) measures the average time taken to resolve customer inquiries, helping SaaS companies optimize support efficiency and enhance customer satisfaction.
Balancing speed and quality ensures efficient support operations while maintaining a positive user experience.