What is industry standard for AHT when Chat is used?

Tags:
AHT
Average Handle Time
Customer support
Customer support centers
What is the industry standard for AHT when Chat is concerned? Let say it is a technical support account? Thank you.

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Unfortunately, there is no industry standard for AHT or average call duration. There’s some information on why on this <a href=”http://www.impactlearning.com/resources/average%20call%20duration/”>average call duration page</a>. Specifically, AHT varies depending on the type of contact center, the topics they handle, and the level of responses being provided. One important thing to note about AHT is that it has a substantial relationship with First Contact Resolution. It’s important to find the right balance between these two metrics, so be careful not to neglect one for another.

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