3 ways to optimize your contact center average talk time
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Average talk time allows you to dig deeper into your contact center’s interactions and customer experience.
Average talk time (ATT) has a very straightforward meaning: the amount of time an agent spends talking with customers. It must not be confused with average handle time (AHT), which corresponds to the total time spent by an agent completing a call (including talk time, hold, and wrap-up time).
AHT and ATT serve different purposes. While the first comprises the whole interaction, the ATT only considers the time spent talking to the customer. Being part of AHT, ATT gives you important information on the customer experience.
Overall, ATT alone doesn’t say much when analyzed alone. It’s the ATT percentage, as part of AHT, that you should focus on—ideally, most of AHT should be spent talking, not on caller waiting or administrative work.