Benchmarks
Average Handle Time (AHT)
AHT is a cost input, not a quality target; the blended benchmark is ~6 minutes but is meaningless unless segmented by industry and interaction complexity.
What is AHT (Average Handle Time)? Read the definition| Figure | Segment | Source | Year |
|---|---|---|---|
| 6 min 10 sec | All sectors, blended | Kayako, AHT Industry Standards (Sprinklr data) | 2026 |
| 3-5 min | Retail & e-commerce (voice) | Kayako, AHT Industry Standards | 2026 |
| 4 min 45 sec | Financial services | Kayako, AHT Industry Standards (Sobot data) | 2026 |
| 6.6 min | Healthcare | Kayako, AHT Industry Standards (Sobot data) | 2026 |
| 7-10 min | SaaS & technical support | Kayako, AHT Industry Standards (Balto data) | 2026 |
| 5-7 min | Travel & hospitality | Kayako, AHT Industry Standards (Sobot data) | 2026 |
| 6-8 min | Utilities & energy | Kayako, AHT Industry Standards (Voiso data) | 2026 |
Benchmarks describe other teams, not yours. Read them as a sanity check on direction, not a target to hit — the right number depends on your channel mix, customers, and how you define the metric.
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