Glossary

What is Average Talk Time?

This is the measure of time that an agent puts in addressing customer calls and resolving their queries. Unlike AHT, it doesn’t involve the hold time. ATT or average talk time should not be too high as it means agents will be handling less number of calls, means fewer resolutions. So, call centres try to keep ATT as low as possible to escalate customer satisfaction rapidly.

Average talk time = {total handle time – (total hold time + total wrap up time)}/total calls handled

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