Every second on a sales call costs money. Here's how to reduce average handle time so your reps can handle more calls, convert more leads, and spend less time on tasks that don't drive revenue.

What is an average handle time?

Average handle time (AHT) measures how long a rep spends on a single sales interaction. It includes three parts:

• Talk time: The actual conversation between rep and prospect.

• Hold time: Any time the prospect waits while the rep looks up information or transfers the call.

• After-call work: Tasks the rep completes after hanging up, like logging notes or updating the CRM.

Add these three together, divide by total calls, and you get your average handle time.

Why AHT matters for high-volume sales teams

High-volume sales teams live and die by efficiency. When you handle hundreds or thousands of calls per day, even small improvements in AHT create big results.

More calls per rep

Lower AHT means each rep can handle more calls in a shift. More calls means more opportunities to convert.

Lower cost per call

Every minute on the phone costs money. For high-volume sales teams, labor is the biggest expense. Reducing AHT cuts your cost per interaction and improves margins without sacrificing coverage.

Shorter wait times for prospects

38% of call centers report that most prospects will abandon after just one minute in the queue. When reps move through calls faster, fewer leads drop off. Shorter wait times lead to better first impressions.

Less rep burnout

Reps who struggle through long, unstructured calls burn out faster. In fact, 59% of call center reps are at risk of burnout. Clear processes and lower AHT reduce frustration and protect your team.

How to calculate average handle time

The formula is simple:

AHT = (Talk Time + Hold Time + After-Call Work) / Total Calls

Example: Your team handles 200 calls. Total talk time is 800 minutes, hold time is 200 minutes, and after-call work is 200 minutes.

(800 + 200 + 200) / 200 = 6 minutes

Your average handle time is 6 minutes.

What's a good average handle time?

AHT benchmarks vary by industry. Industry estimates suggest typical ranges:

These are general benchmarks, not hard rules. Your target AHT depends on your sales process. Complex products with compliance requirements take longer. Simple transactions should be faster.

The goal isn't the lowest AHT possible. It's the right AHT that balances speed with quality and conversions.

10 ways to reduce average handle time

The best sales teams reduce AHT by fixing processes, not rushing reps. Here are 10 practical strategies that work:

1. Train reps using real call examples

Generic training doesn't stick. Reps learn faster when they hear real examples from top performers on their own team.

Pull recordings from your best calls. Show new reps exactly what works: the words, the timing, the responses. This cuts ramp time and gives reps a clear picture of what "good" sounds like.

2. Build clear call scripts and playbooks

Reps lose time when they don't know what to say next. Structured scripts keep calls focused and reduce wandering conversations.

Your playbook should cover:

• Opening and qualification questions

• Common objections and responses

• Compliance disclosures

• Closing steps

Update scripts regularly based on what's working in your best calls.

3. Use AI for real-time coaching

Waiting until after a call to coach reps wastes time. Real-time coaching gives reps guidance in the moment, while they can still use it.

AI tools can surface talk tracks, compliance reminders, and next steps during live calls. Reps stay on script without breaking the conversation flow.

4. Implement smart call routing

Routing calls to the wrong rep wastes everyone's time. Smart routing matches callers to the right rep based on skills, availability, and caller history.

When the right rep answers the first time, prospects don't get transferred. Reps don't waste time on issues outside their expertise.

5. Reduce hold time with better systems

Hold time kills AHT. Every minute a prospect waits is a minute added to your average.

Common causes of hold time:

• Reps searching for information

• Slow CRM systems

• Waiting for manager approval

Fix these by putting key information at reps' fingertips. Integrate your systems so reps don't switch between tabs. Give reps authority to resolve common issues without escalation.

6. Automate after-call work

After-call work adds up fast. Logging notes, updating CRM fields, and scheduling follow-ups can take several minutes per call.

Automate what you can:

• AI-generated call summaries

• Auto-populated CRM fields

• Automated follow-up scheduling

Every minute saved on after-call work is a minute back for the next call.

7. Let AI handle after-hours and repetitive calls

Not every call needs a human rep. AI voice agents can handle routine tasks like:

• Qualifying leads after hours

• Booking appointments

• Gathering basic information

This keeps your queue moving and ensures reps spend their time on calls that drive revenue.

8. Monitor calls and identify patterns

You can't improve what you don't measure. Track AHT at the team and individual level to spot patterns.

Look for:

• Reps with high AHT who need coaching

• Call types that take longer than expected

• Bottlenecks in your process

Regular review helps you catch problems early and share what's working across the team.

9. Score every call against clear criteria

Random call sampling misses too much. When you only review a handful of calls per rep, you're guessing at performance.

AI can score every call against your criteria: compliance disclosures, qualification steps, objection handling, and more. Managers get full visibility without listening to hundreds of recordings.

10. Give reps immediate feedback

Coaching that comes weeks later doesn't help. Reps need feedback while the call is still fresh.

Send reps short coaching notes after each call. Highlight what went well and what to improve. This keeps learning continuous instead of waiting for monthly reviews.

Don't sacrifice quality for speed

A warning: Reducing AHT shouldn't mean rushing prospects off the phone.

The goal is efficiency, not speed at all costs. A rep who hits a low AHT but converts fewer leads isn't helping. A rep who spends an extra minute building rapport and closes the sale is worth it.

Track AHT alongside conversion rates and close rates. The right balance looks different for every team.

How Alpharun helps reduce average handle time

Every sales team has a few reps who hit their numbers while others struggle. The difference often comes down to small things: the right words at the right moment, better objection handling, and tighter qualification.

Alpharun finds what your top performers do differently and builds it into a system everyone can follow.

Custom playbooks from your best calls

Generic coaching tools track surface-level metrics. Alpharun studies thousands of your actual calls to find what separates your best reps from the rest. It turns those winning behaviors into a custom playbook and trains every rep to follow it.

Real-time coaching that reduces handle time

Long handle times often come from reps pausing to think or searching for the right words. Alpharun gives reps real-time guidance during live calls. They see exactly what to say at key moments, based on tactics from your top performers. Fewer pauses. Faster calls.

AI voice agents for after-hours coverage

After-hours calls don't have to wait until morning. Alpharun's AI voice agents qualify leads, book appointments, and gather information outside business hours. Your reps start each day with warm leads instead of a backlog.

Automated call scoring

Managers can't listen to every recording. Alpharun scores every call against your compliance rules and sales criteria. You see exactly who's following the process and who needs help. Reps receive coaching notes directly, so improvement happens daily, not monthly.

Built for compliance-sensitive industries

Teams in Medicare, insurance, and financial services can't afford compliance gaps. Alpharun bakes your rules into every score and meets HIPAA and SOC 2 Type 2 standards to keep your data protected.

Start reducing average handle time today

Reducing average handle time comes down to two things: giving reps clearer guidance and removing the tasks that slow them down.

The teams that reduce average handle time handle more calls, convert more leads, and ramp new reps faster. The teams that don't keep falling behind.

Alpharun helps high-volume sales teams turn their best reps into a system everyone can follow. That means custom playbooks, real-time coaching, and AI voice agents that handle the repetitive work.

Every day without the right system is another day your competitors gain an edge. Book a demo with Alpharun.