Talk Time as a Percentage of Total Handle Time

Talk Time as a Percentage of Total Handle Time

KPI Details

Talk Time as a Percentage of Total Handle Time measures the amount of time spent talking to customers (not including hold time or after-call work) in relation to the total amount of time representatives spent handling customer calls over the same period of time. 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.

KPI Definition

The amount of time spent talking to customers (not including hold time or after-call work) divided by the total amount of time representatives spent handling customer calls over the same period of time, as a percentage.

KPI Best Practices

• Representatives inform customers that they will be taking notes during the call to minimize data input after the call
• Use queue callback instead of keeping customers on hold for long periods of time
• Clear and easy to understand IVR/VRU systems route calls to proper representatives

KPI Calculation Instructions Talk Time as a Percentage of Total Handle Time?

Two values are used to calculate this KPI: (1) the number of seconds a call center representative spent on the phone talking to customers, and (2) the total amount of time representatives spent handling customer calls over the same period of time. Include both inbound and outbound calls in this calculation. Do not include hold times, transfers or any after-call work performed in this calculation. Do not include calls resolved within the IVR/VRU system in this calculation. Do not include hold times or after-call work in this calculation.

KPI Formula :

(Number of Seconds Representatives Spend Engaged with Caller / Total Amount of Time Spent Handling Customer Calls) * 100