4 Ways to Reduce AHT in Contact Centres in 2026
Premier CX Team
24 Sept 2026, 16:09:50
4 min read
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Average handling time (AHT) remains one of the most tracked operational metrics in modern contact centres. The challenge for enterprise leaders is reducing handling times without increasing headcount or compromising customer experience.
The most effective approach is not to push agents to work faster. Instead, it is to remove unnecessary effort from customer journeys. In 2026, leading organisations are reducing AHT through smarter self-service, customer service automation, and better routing. Technologies such as IVR optimisation, video FAQs, and WhatsApp automation allow customers to resolve issues independently or reach the right resource more quickly, improving both contact centre efficiency and customer satisfaction.
The most effective approach is not to push agents to work faster. Instead, it is to remove unnecessary effort from customer journeys. In 2026, leading organisations are reducing AHT through smarter self-service, customer service automation, and better routing. Technologies such as IVR optimisation, video FAQs, and WhatsApp automation allow customers to resolve issues independently or reach the right resource more quickly, improving both contact centre efficiency and customer satisfaction.
What Is Average Handling Time?
AHT is a subjective metric measured differently across contact centres. For this article, we'll assume it's measured using the most common factors: on-phone talk time, time-on-hold, after-call write-ups & actions, and any follow-up activities. It's a measurement of total time an egent spends dealing with customer interactions for each case.
A lower AHT typically indicates greater workforce efficiency, provided service quality remains high. The goal is not simply shorter conversations. It is resolving customer needs with less effort and fewer repeat contacts.
In this article, we're going to discuss 6 key ways to reduce AHT in your contact centre.
1. Optimise IVR to Triage Customers Effectively
Your IVR system is the first touchpoint in a customer journey. When designed correctly, it can significantly reduce the time agents spend gathering basic information and transferring calls.
How IVR reduces AHT
There are a few factors in an IVR that can help drive down your AHT, including:
- Identifying customers automatically based on their mobile number, or asking to confirm personal details
- Route calls to the appropriate team
- Direct callers towards self-service options without an agent being involved
With a few simple but intuitive features like these, which almost all modern IVR systems can handle, you can completely triage customers in a way that saves your agents' time.
Implementation tips
- Keep menu structures simple and intuitive.
- Use natural language options instead of long numeric menus where possible.
- Regularly analyse call abandonment and transfer rates.
- Update routing logic based on emerging customer needs.
2. Deploy Video FAQs for High-Volume Enquiries
Many customer enquiries involve explaining the same processes repeatedly. We mentioned the benefits of deferring customers to your self-service options and video is easily the most effective method of this.
By creating a library of video FAQs, you provide a scalable way to answer common questions before customers contact the centre. Customers often find visual explanations easier to follow than written instructions, particularly for:
- Product setup guidance
- Account management tasks
- Password resets
- Billing queries
- Technical troubleshooting
When customers can quickly see how to complete a task themselves, they are less likely to call support. Even when they do contact the centre, they often arrive with a clearer understanding of the issue, reducing diagnostic time for agents.
3. Invest in Agent Training and Continuous Learning
Even the best IVR and self-service tools can only take customers so far. When a query reaches an agent, that agent needs the knowledge and confidence to diagnose the issue quickly and accurately.
One of the most common causes of inefficient time use is agents needing to search for information, ask colleagues for help, or place customers on hold while they investigate a solution. Effective onboarding and ongoing learning programmes can significantly reduce these delays.
How training reduces AHT
When agents thoroughly understand company processes & procedures, products & services, common customer issues, and regulatory requirements, they can identify the root cause more quickly and resolve issues without unnecessary delays.
Video is particularly effective for delivering this kind of training. Rather than relying solely on lengthy documents or classroom sessions, agents can access concise video content that demonstrates real scenarios, common resolutions, and best-practice handling techniques.
Keep learning content fresh
Customer behaviour changes over time, and so do the questions they ask. By creating an ongoing library of learning and development videos, contact centres can ensure agents stay up-to-date with:- New products and services
- Process changes
- Seasonal query trends
- Emerging customer issues
- Frequently asked questions
4. Hire Agents with the Right Communication Skills (From the Beginning!)
Many contact centres focus on reducing AHT after agents have joined the business. In reality, some of the biggest gains happen before an employee even takes their first call.
An agent's natural communication skills heavily influence their ability to diagnose problems quickly, communicate clearly, and guide customers to a resolution. While product knowledge can be taught, core competencies such as active listening, empathy, critical thinking and verbal reasoning are often far harder to develop from scratch.
The cost of hiring the wrong fit
When agents struggle with communication or problem-solving, interactions often become longer than necessary. Customers may need to repeat information, escalations become more frequent, and colleagues may need to step in to support more complex enquiries. Over time, this can significantly reduce operational efficiency and increase handling times across the wider team.
Assessing communication skills before hiring
Traditionally, contact centres have relied on CVs, interviews and roleplay exercises to assess candidates. While these methods still have value, many organisations are now using specialist assessment platforms to gain deeper insight into a candidate's suitability for customer-facing roles.Solutions such as HiringBranch help employers evaluate the communication skills that matter most within a contact centre environment, enabling recruiters to identify candidates with the potential to perform effectively from day one.
By placing greater emphasis on communication ability during recruitment, contact centres can reduce onboarding challenges, shorten ramp-up periods, and build teams that are naturally equipped to handle customer enquiries efficiently.
The result is a workforce that reaches competency faster, resolves issues more effectively, and contributes to lower AHT over the long term.
Wrapping Up
Reducing AHT isn't about asking agents to work faster. It's about giving customers the tools to self-serve where appropriate, ensuring enquiries reach the right destination first time, and equipping agents with the skills and knowledge they need to resolve issues efficiently.
The most successful contact centres take a holistic approach, combining effective IVR design, engaging video content, ongoing agent development, and strong recruitment practices to remove friction from every stage of the customer journey.
At Premier CX, we help organisations do exactly that. From intelligent IVR solutions and customer self-service video production to agent recruitment and communication skills assessments, we work with contact centres to improve efficiency without compromising customer experience.
If you're looking to reduce average handling times, improve operational performance, or explore new ways to support your agents and customers, get in touch with our team to discuss how we can help.