In call centers, Average Handle Time includes talk time and after-call work.

In call centers, Average Handle Time includes talk time and after-call work.

• A. False
• B. True
• C. Not applicable
• D. Unknown

Answer: (B)

Average Handle Time represents the total time an agent spends to handle a customer interaction, from the moment it starts to the moment all wrap-up work is finished. It encompasses talk time plus after-call work, and in many definitions also includes any hold time during the call. So the statement that AHT includes talk time and after-call work is correct. This metric helps gauge efficiency and staffing needs, since longer overall handling time means more time spent per interaction, while shorter times can improve throughput without necessarily harming quality if service levels are maintained.

Average Handle Time represents the total time an agent spends to handle a customer interaction, from the moment it starts to the moment all wrap-up work is finished. It encompasses talk time plus after-call work, and in many definitions also includes any hold time during the call. So the statement that AHT includes talk time and after-call work is correct. This metric helps gauge efficiency and staffing needs, since longer overall handling time means more time spent per interaction, while shorter times can improve throughput without necessarily harming quality if service levels are maintained.