Average Talk Time
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring call center Average Talk Time. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Average Talk Time?
The average amount of talk time (i.e., agent on the phone engaged with caller) required to handle a single incoming customer call. This number does not include after-call work, hold time, or time that the customer spends in the IVR/VRU menu prior to speaking to a representative.
Why should Average Talk Time be measured?
This KPI measures the productivity and efficiency of call center representatives and call handling practices. A high value for this metric can indicate poor in-call processes for account verification or problem definition, as well as inadequate representative training, which can lead to bloated average handle times and sub-par customer satisfaction. Poor customer service and low satisfaction are direct causes of customer attrition.
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