2024 Key Performance Indicators for Customer Service: Average Phone Handle Time

While phone support may not be as popular among customers as it used to be, it is still an important customer service channel that companies shouldn’t overlook. In fact, McKinsey found that 71% of gen z customers ranked phone support highly as a customer service support channel.  The option for chat and email is not always available, and despite social media’s popularity, not all customers are on it or use it to reach out to customer support.

One of the original KPIs is Average Handle Time. It is measured the same way as you do in chat – from the moment a customer calls you until the call ends. In some cases, AHT also includes any required follow-up work after the call. While aiming for a short handling time makes sense, it’s only smart if the customer’s issue is fully resolved by the end of the call.

In our 2024 Key Performance Indicators for Customer Service ebook, you will find that the best customer service teams are able to keep their average phone handling time to four minutes – that’s two minutes less than the average. We also break down the other critical KPIs from more than 150 sources, to give you a roadmap to assess and improve your customer service team’s performance.

Download our ebook now. And get a fresh perspective that can help you achieve excellence by comparing your team’s performance against global industry standards and external sources.

Benchmarks

Use the benchmarks for the best, average, median, and worst average phone handle time featured below as barometer for the ever-increasing expectations of customers when it comes to the after-sales service they want to receive.

Here are practical tips for better AHT 

Determine the appropriate handling time.

AHT is not a good metric to use a standardized benchmark for because it can encourage you to make changes that can worsen the customer experience. Some issues simply require more investigation. Look into the AHT for calls that lead to satisfied customers, rather than overall AHT.

Design a customized metric for your business.

Another way to customize AHT is to look at agent stats. Are some agents resolving customer queries in record time—while still getting high CSAT? Or are speedy agents leaving unhappy customers in their wake? Combining two metrics can provide more meaningful insights.

Treat your targets as a guideline.

Long handle times could indicate opportunities — but you need to dig into those cases to know for sure. It often makes more sense to use this as a team KPI and improve your handling of specific topics, rather than an individual one for agents. Agents should always have leeway to handle customer queries in whatever way they think will lead to a happy customer in that moment.

Use technology to ensure agents are prepared.

Use AI-powered Interactive Voice Response (IVR) systems to gather as much information about the customer’s issue up front and rout the customer to the right agent. It’s frustrating to give information to an IVR, only to have to repeat it to the agent – whenever possible, ensure agents actually have the IVR info at their fingertips. 

Partner up with a BPO to improve your AHT 

Peak Support is an award-winning customer service outsourcing company that provides exceptional quality for the world’s most innovative brands. Our employees located in the USA, Philippines, Colombia, and Eastern Europe serve clients in all industries that need a high level of support and an equally high level of customer satisfaction rating. 

Get in touch with our sales team now to learn more about all the amazing things we can do for your company and your customers.