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.
Last Wiki Answer Submitted: November 4, 2010 10:04 pm by Gfriesen25 pts.