When we think about exceptional Customer Experience, speed and efficiency often come to mind. Whether it's a billing query or a technical issue, we expect call centers to provide quick, helpful solutions. But what happens when the average handle time (AHT) in a call center starts climbing? From a user’s perspective, long wait times and extended call durations can feel frustrating, especially when we're already dealing with a problem. So what causes this increase, and how can we understand it better?

Average Handle Time is the average duration of a customer call, including hold time, talk time, and any follow-up actions. While we often associate lower AHT with better performance, it’s important to remember that quality and resolution should never be sacrificed for speed. Still, a consistently high AHT can indicate underlying inefficiencies in the call center environment.

Lack of Proper Agent Training

One of the primary reasons for high AHT is inadequate training. When call center agents aren’t fully equipped with product knowledge or the tools they need to troubleshoot issues effectively, calls take longer. We’ve all experienced the back-and-forth when an agent puts us on hold repeatedly to consult supervisors or search for answers. It’s not their fault—they simply haven’t been trained thoroughly enough to handle every scenario confidently.

Complex Customer Issues

As more simple inquiries are handled via self-service options like chatbots or FAQs, the calls that do reach agents tend to be more complex. We find ourselves calling only when the issue can’t be resolved elsewhere. This naturally increases handle time. These calls often require in-depth troubleshooting, coordination with other departments, or access to specialized information—all of which add time but are necessary for complete resolution.

Outdated Technology and Tools

Slow systems, disconnected platforms, and inefficient CRM software can severely impact AHT. We might be surprised how often agents struggle with sluggish systems that delay even basic information retrieval. When different tools don’t integrate well, agents end up toggling between multiple windows and databases to assist us, adding unnecessary seconds—or even minutes—to every call.

Poor Knowledge Base or Documentation

Even the best-trained agents can’t perform efficiently without access to a strong internal knowledge base. When documentation is outdated, disorganized, or incomplete, we as customers end up on longer calls. Agents spend more time searching for correct procedures, policies, or product details, making it harder to resolve our issues promptly.

Ineffective Call Routing

Many of us have been transferred multiple times before reaching someone who can actually help. This often happens due to ineffective call routing systems or poorly designed IVR menus. If our call is routed to the wrong department or an agent without the right skill set, it not only increases our frustration but also inflates the AHT unnecessarily.

Language Barriers or Communication Gaps

Clear communication is vital in any customer service setting. When there’s a language barrier or lack of communication skills, conversations are less efficient. Misunderstandings lead to repeated explanations, clarifications, and longer calls overall. As users, we simply want to be heard and understood without needing to repeat ourselves.

Balancing Efficiency with Service Quality

While reducing handle time can lead to operational benefits, it’s important that call centers don’t lose sight of what matters most: customer satisfaction. We notice when an agent is rushing through a call, just as much as we appreciate when they take the time to resolve our issue thoroughly. The goal should always be to strike the right balance between efficiency and service quality.

To reduce high AHT in a meaningful way, Call Center Service need to invest in agent training, upgrade technology, and refine internal processes. When we interact with a well-supported agent who has the right tools and knowledge at their fingertips, it shows. Not only is the conversation smoother, but it also leaves us with a positive impression of the company.