Average talk time (ATT) is the amount of time that an agent spends in handling customer calls and resolving their queries. This metric sometimes is confused with average handling time. Unlike Average Handling Time, ATT does not include time spent on hold. Ideally, the time the caller spends on hold is not included in this metric. If ATT is too high, the service providers are not able to answer more number of calls. On the contrary, if the average talk time is too low, the Call Center will be capable of answering more calls. Lower ATT eventually increases customer satisfaction. Having talk times higher than required will increase cost.
ATT is calculated as follows:
ATT helps in measuring day-to-day activities of the management of the call center service providers. This index is evaluated and analyzed on a daily basis. Thus, it is imperative to optimize the average talk time in order to cut unnecessary cost and balance services provided to customers.