1. Decompose the Handle

Before you optimize AHT, you have to unpack it.

Most teams treat AHT as a single number, but it’s really the sum of three components:

• Talk Time

• Hold Time

• After Call Work (ACW)

Each one tells a different story. High Talk Time might mean complexity. High Hold Time could mean poor system access. High ACW could mean broken processes or excessive documentation.

Don’t chase the average. Fix the parts.

VitalogyCX’s first principle is “Context is the Compass.” Don’t take AHT at face value — interpret it within the flow of the conversation.

2. Address the Bottleneck, Not the Output

AHT is an output metric — a trailing indicator of something upstream.

Ask yourself:

• Are agents screen-toggling across 8+ apps?

• Are they repeating the same explanation five times a day?

• Are they handling work that should’ve been deflected?

Improving AHT starts by identifying and removing the upstream friction that creates long handle times in the first place.

3. Coach Call Flow, Not Call Speed

Bad coaching sounds like: “Wrap it up faster.”

Good coaching sounds like: “Let’s simplify how you transition between steps.”

Train agents to recognize natural pivots in the conversation. Encourage structured empathy — not open-ended wandering. Guide them in using customer intent signals to move the interaction forward confidently.

The goal is smoother, not shorter.

4. Use AI to Handle the Non-Human Work

Not everything inside the handle time belongs to a human.

Use AI to:

• Summarize calls automatically

• Pre-fill forms based on the transcript

• Suggest next actions in real time

The more you can offload “after-call” and mid-call admin work, the more agents can focus on resolution — and the faster everything moves.

5. Look at AHT by Context, Not Channel

Don’t compare apples to oranges.

A 10-minute tech support call is not the same as a 90-second password reset chat. Segment AHT by:

• Intent

• Product Line

• Customer Tier

• Contact Reason

This is one of the core points from VitalogyCX’s AHT breakdown: Calibrate to conversation, not channel. True performance lives in the context, not the count.

The Takeaway

If you're trying to reduce AHT by just telling agents to go faster, you're managing the symptom — not the system.

Instead, measure what’s inside the handle, fix what’s broken upstream, and support the agent with tools that reduce friction. Only then can you deliver faster experiences that don’t feel rushed — and don’t cost you customer trust.