The formula to calculate the Average Holding Time (AHT) is:
\[ AHT = \frac{THT}{C} \]
Where:
Average Holding Time (AHT) is a metric used to measure the average amount of time customers are on hold when contacting a service center or support line. It is calculated by dividing the total holding time of all customers by the number of customers. AHT is an important metric for assessing the efficiency and effectiveness of customer service operations, as shorter holding times generally lead to higher customer satisfaction.
Let's assume the following values:
Using the formula to calculate the Average Holding Time (AHT):
\[ AHT = \frac{THT}{C} = \frac{300}{50} = 6 \text{ minutes/customer} \]
The Average Holding Time (AHT) is 6 minutes per customer.