{"id":34247,"date":"2022-05-10T17:10:20","date_gmt":"2022-05-10T17:10:20","guid":{"rendered":"https:\/\/veridas.com\/?p=34247"},"modified":"2025-01-08T10:15:01","modified_gmt":"2025-01-08T10:15:01","slug":"average-handle-time","status":"publish","type":"post","link":"https:\/\/veridas.com\/en\/average-handle-time\/","title":{"rendered":"Average handle time (AHT): What it is and how to reduce it"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"34247\" class=\"elementor elementor-34247\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-035966a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"035966a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-83661df\" data-id=\"83661df\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2f96af2 elementor-widget elementor-widget-heading\" data-id=\"2f96af2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is Average Handle Time (AHT)?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4aeda2b elementor-widget elementor-widget-text-editor\" data-id=\"4aeda2b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>AHT (Average Handle Time o Average Handling Time) is a metric used in call centres, customer service and help desk operations to measure the average amount of time an agent spends on a customer interaction, including talk time and post-call work time. It is calculated by adding up the total time spent on all calls, chats, emails or any other customer interaction and dividing that figure by the number of interactions handled by the agent.<\/p><p>AHT is an important metric for customer service operations because it provides insight into the efficiency of agents and the overall process. It is used to identify areas where improvements can be made to reduce handling time, such as streamlining processes, improving technology or providing additional training to agents. In addition, a low AHT can improve customer satisfaction, as it often indicates that customers spend less time waiting for assistance and receive faster resolution to their problems.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b979cd elementor-widget elementor-widget-spacer\" data-id=\"0b979cd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2daccd elementor-widget elementor-widget-heading\" data-id=\"c2daccd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to reduce the average handle time?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a9ec217 elementor-widget elementor-widget-text-editor\" data-id=\"a9ec217\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The <a href=\"https:\/\/veridas.com\/voice-biometric-authentication\/\" target=\"_blank\" rel=\"noopener\">voice biometrics solution<\/a> from Veridas, a leading company in the development of solutions for digital identity verification, makes it possible to reduce the average handle tiem (AHT) and authenticate users with:<\/p><ul><li>3 seconds of voice, regardless of text and language.<\/li><li>With more than 99.9% accuracy, evaluated by the National Institute of Standards and Technology (NIST).<\/li><li>Maintaining maximum privacy: Veridas does not store customer data at any time; all our technology is under a strict data privacy policy, complying with GDPR and CCPA.<\/li><\/ul><div>\u00a0<\/div><p><a href=\"https:\/\/veridas.com\/\" target=\"_blank\" rel=\"noopener\">Veridas<\/a> already has end-users in countries such as <strong>Spain<\/strong>, <strong>Germany<\/strong>, <strong>Holland<\/strong>, <strong>Japan<\/strong>, and <strong>Mexico<\/strong>, among others. Our technology is used in the Contact Center platforms of some of the world&#8217;s leading companies, such as <a href=\"https:\/\/veridas.com\/success-stories\/bbva-case-proof-of-life-with-voice-biometrics\/\" target=\"_blank\" rel=\"noopener\"><strong>BBVA<\/strong><\/a>, <a href=\"https:\/\/veridas.com\/success-stories\/deutsche-telekom-voice-recognition-in-3-seconds\/\" target=\"_blank\" rel=\"noopener\"><strong>Deutsche Telekom<\/strong><\/a>, <strong>Prosegur<\/strong>, and <strong>the leading Spanish energy company<\/strong>. Embracing from the financial or telecommunications sector to the alarm or energy sector.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-206d950 elementor-widget elementor-widget-spacer\" data-id=\"206d950\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4cb93d5 elementor-widget elementor-widget-heading\" data-id=\"4cb93d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to calculate Average Handling Time (AHT)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-45c7faf elementor-widget elementor-widget-text-editor\" data-id=\"45c7faf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The TMO is calculated by dividing the total time spent on calls by the total number of calls handled. The process is broken down here:<\/p><ol><li><strong>Add up the total time for all calls:<\/strong> This time includes both the time the agent is talking to the customer (talk time) and the post-call time (time spent recording information about the call after hanging up).<\/li><li><strong>Counts the total number of calls handled:<\/strong> This includes all calls that have been answered and handled by agents during the measurement period.<\/li><li><strong>Divide the total call time by the total number of calls handled:<\/strong> This will give you the TMO.<\/li><\/ol><p>\u00a0<\/p><p>The formula is:<\/p><blockquote><p><b>TMO = Total call time\/Total number of calls.<\/b><\/p><\/blockquote>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1379a4b elementor-widget elementor-widget-html\" data-id=\"1379a4b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-af89ebc6-7e7e-473f-8bf4-ffc3c1b1181a\"><span class=\"hs-cta-node hs-cta-af89ebc6-7e7e-473f-8bf4-ffc3c1b1181a\" id=\"hs-cta-af89ebc6-7e7e-473f-8bf4-ffc3c1b1181a\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/19918211\/af89ebc6-7e7e-473f-8bf4-ffc3c1b1181a\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-af89ebc6-7e7e-473f-8bf4-ffc3c1b1181a\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/19918211\/af89ebc6-7e7e-473f-8bf4-ffc3c1b1181a.png\"  alt=\"Veridas Voice Shield Datasheet\"\/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(19918211, 'af89ebc6-7e7e-473f-8bf4-ffc3c1b1181a', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-96696e9 elementor-widget elementor-widget-spacer\" data-id=\"96696e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-5f8610c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5f8610c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-0f54ed4\" data-id=\"0f54ed4\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c0311a elementor-widget elementor-widget-heading\" data-id=\"4c0311a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Call Centers: authenticate the user in real-time while conversing with an agent<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb18d77 elementor-widget elementor-widget-text-editor\" data-id=\"eb18d77\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Implementing a solution like Veridas&#8217; in a Call Center environment would enable cost reduction, improved user experience, and increased security.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f74e55 elementor-widget elementor-widget-spacer\" data-id=\"1f74e55\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a0e0be elementor-widget elementor-widget-heading\" data-id=\"1a0e0be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Cost Optimization: Reduced Average Handling Time (AHT) and Increased First Call Resolution Rate (FCR)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c07b2e7 elementor-widget elementor-widget-text-editor\" data-id=\"c07b2e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Until now, authenticating a user in a call center environment required a lengthy process, lasting 30 to 60 seconds, based on personal questions, which makes security questionable. With the Veridas solution, the user can be verified while speaking naturally with the agent, completely eliminating the time spent on authentication. This dramatically reduces the Average Handling Time (AHT).<\/p><p>Considering the average error rate in knowledge-based authentication, over 10-15%, implementing a solution like Veridas&#8217;, with an accuracy of over 99%, would reduce the associated costs in support calls.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee922f7 elementor-widget elementor-widget-spacer\" data-id=\"ee922f7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6fbfb1d elementor-widget elementor-widget-heading\" data-id=\"6fbfb1d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Better user experience: any language and text, increased Net Promoter Score<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21be835 elementor-widget elementor-widget-text-editor\" data-id=\"21be835\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>In addition, it is a solution that makes the authentication process an accessible and inclusive process: no more passwords, no need for SMS or email verification to validate a transaction, no more lengthy question-based processes&#8230; and the user&#8217;s password becomes what makes him unique, his voice, significantly improving the user experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-852d388 elementor-widget elementor-widget-spacer\" data-id=\"852d388\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a74d96 elementor-widget elementor-widget-heading\" data-id=\"7a74d96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Maximum security: fraud reduction<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e02f4f1 elementor-widget elementor-widget-text-editor\" data-id=\"e02f4f1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Moving from knowledge-based elements (Knowledge-Based Verification &#8211; KBV &#8211; or passwords) or possession elements (OTPs) to inherence elements (voice) generates a much more robust solution to prevent and detect identity fraud. In addition, the Veridas solution enables active and passive detection of prerecorded or synthetic voices.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2ab3739 elementor-widget elementor-widget-spacer\" data-id=\"2ab3739\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-260238f elementor-widget elementor-widget-html\" data-id=\"260238f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<!--HubSpot Call-to-Action Code --><span class=\"hs-cta-wrapper\" id=\"hs-cta-wrapper-85c409ad-9f39-4f92-bb9b-eb0c0dbc5538\"><span class=\"hs-cta-node hs-cta-85c409ad-9f39-4f92-bb9b-eb0c0dbc5538\" id=\"hs-cta-85c409ad-9f39-4f92-bb9b-eb0c0dbc5538\"><!--[if lte IE 8]><div id=\"hs-cta-ie-element\"><\/div><![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/19918211\/85c409ad-9f39-4f92-bb9b-eb0c0dbc5538\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" class=\"hs-cta-img\" id=\"hs-cta-img-85c409ad-9f39-4f92-bb9b-eb0c0dbc5538\" style=\"border-width:0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/19918211\/85c409ad-9f39-4f92-bb9b-eb0c0dbc5538.png\"  alt=\"Calculate now\"\/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(19918211, '85c409ad-9f39-4f92-bb9b-eb0c0dbc5538', {\"useNewLoader\":\"true\",\"region\":\"na1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code -->\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-029eeb1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"029eeb1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4240834\" data-id=\"4240834\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7f36b78 elementor-widget elementor-widget-heading\" data-id=\"7f36b78\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Veridas voice biometrics: forget about choosing between security, savings, and user experience. <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4754a2b elementor-widget elementor-widget-text-editor\" data-id=\"4754a2b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Voice biometrics solutions require the end-user to complete two steps for use. First, the user must enroll his or her voice and then authenticate with that enrollment. During enrollment, biometric engines transform the voice into a voice vector. And it is in this process that Veridas stands out from other solutions available on the market.<\/p><p>Veridas&#8217; solution works based on artificial intelligence and neural networks, requiring only 3 seconds of voice in any language and without the need to repeat a specific phrase to create a voice vector, which is irreversible.<\/p><p>It is also multiplatform by design; our solution is designed in such a way that it can be easily integrated into any existing platform. As a result, we continue to consolidate a network of <a href=\"https:\/\/veridas.com\/partners\/\" target=\"_blank\" rel=\"noopener\">partners<\/a> that allows us to be present in countries worldwide.<\/p><p>Finally, committed to quality assessment to certify its performance, Veridas is <a href=\"https:\/\/veridas.com\/veridas-only-biometric-company-present-in-nists-face-verification-11-identification-1n-and-speaker-recognition-evaluations\/\" target=\"_blank\" rel=\"noopener\">the only company in the world present in the NIST facial verification (1:1), identification (1:N)<\/a>, and voice recognition evaluations and in compliance with state and European regulations.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Authenticate users with 3 seconds of voice, regardless of text and language, with an accuracy of more than 99%; reducing costs, improving user experience and increasing security. Discover the advantages of using voice biometrics in contact centers.<\/p>\n","protected":false},"author":4,"featured_media":33252,"comment_status":"open","ping_status":"open","sticky":false,"template":"elementor_theme","format":[252],"meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[179],"tags":[],"country":[],"resource":[293],"topic":[251,248],"industry":[238,239,245,240],"solution":[236],"class_list":["post-34247","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-veridas-en","resource-yes","format-article","topic-identity","topic-milestones","industry-financial-services","industry-insurance","industry-public-sector","industry-telcos-utilities","solution-voice-authentication"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Average handle time (AHT): What it is and how to reduce it<\/title>\n<meta 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