What is Average Talk Time?
Average Talk Time (ATT) is the average amount of time an agent spends actively speaking with a customer during a call. It excludes hold time and After-Call Work (ACW), focusing only on the actual voice interaction.
How to Calculate Average Talk Time
Average Talk Time = Total Talk Time ÷ Number of Calls
For example, if agents spent 1,200 minutes on 300 calls:
ATT = 1,200 ÷ 300 = 4 minutes per call.
Why Average Talk Time Matters
ATT helps measure agent efficiency, workload, and communication quality. It also affects other metrics like Average Handle Time (AHT) and First Call Resolution (FCR).
What is a Good Average Talk Time?
A good ATT depends on the industry and call complexity. In customer support, 3 to 6 minutes is often considered optimal, but longer talk times may be acceptable for more technical or high-touch service.
How to Optimize Average Talk Time
– Use call scripts to guide conversations
– Train agents in clear and concise communication
– Integrate CRM tools for quicker access to customer info
– Identify and reduce repeat call drivers
Talk Time vs. Handle Time
Talk Time is one part of Average Handle Time (AHT), which also includes hold time and ACW. Keeping talk time efficient can reduce AHT and improve customer satisfaction.
Related Topics for Further Reading
– AHT (Average Handle Time)
– ACW (After-Call Work)
– FCR (First Call Resolution)
– Call Scripts
– Call Monitoring
