What is Talk Time?
Talk time is the amount of time an agent spends speaking directly with a customer during a call. It is one component of the overall handle time and a key KPI for measuring agent efficiency and customer interaction quality.
Why Talk Time Matters
– Helps gauge agent productivity and engagement
– Affects average handle time (AHT) and call resolution
– Impacts customer satisfaction if calls are rushed or too long
Types of Talk Time Metrics
Average Talk Time
Mean length of time spent talking across all calls.
Longest/Shortest Talk Time
Used to assess anomalies in performance.
Talk Time by Call Type
Comparing talk time across sales, support, and technical calls.
Best Practices for Optimizing Talk Time
– Use scripting and training to maintain focus
– Balance efficiency with empathy
– Monitor trends across teams and call types
– Use call recordings for targeted coaching
Related Topics for Further Reading
– Average Handle Time (AHT)
– After-Call Work (ACW)
– Agent Coaching
– Call Recording
– Call Quality Monitoring
