What is 'average handling time' in SAP SRD-CRM - CRM-Customer Relationship Management?

average handling time - Overview

• Component: SRD-CRM

• Component Name: CRM-Customer Relationship Management

• Description: The average length of time taken to deal with a customer service request.

average handling time - Details

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  Key Concepts: 
  Average handling time (AHT) is a metric used in customer service and contact centers to measure the average amount of time it takes for an agent to handle a customer interaction from start to finish. It is calculated by dividing the total amount of time spent on all customer interactions by the total number of interactions. 
  
  How to use it: 
  In SAP Customer Relationship Management (CRM), AHT can be used to measure the efficiency of customer service agents and contact centers. It can also be used to identify areas where processes can be improved or streamlined, and to set goals for customer service agents. 
  
  Tips & Tricks: 
  When calculating AHT, it is important to include all activities related to a customer interaction, such as researching information, entering data into the system, and providing customer support. This will ensure that the AHT metric is accurate and reflects the true amount of time spent on each interaction. 
  
  Related Information: 
  AHT is closely related to other metrics such as first call resolution (FCR) and customer satisfaction (CSAT). FCR measures how often a customer’s issue is resolved on the first call, while CSAT measures how satisfied customers are with their experience. By tracking these metrics in addition to AHT, organizations can gain a better understanding of their customer service performance.