Average Handle Time (Or AHT) is the amount of time it takes a Tech Support representative to answer a call, get a user's information, troubleshoot their problem, and close out the call, by entering comments about the events that transpired during the call. This is almost always ridiculously low. The end result is reps who hose and close their customers to keep their calltimes low, since their bonus is usually dependent on their AHT.

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