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What Is Average Talk Time (ATT)?

Contact Center Glossary > Average Talk Time (ATT)

Average Talk Time (ATT) Definition | TLDR

Average talk time (ATT) is a metric that measures the average duration of time an agent spends actively engaged in conversation with a customer during a call, excluding hold time and after-call work.

Average Talk Time (ATT)) Meaning

Average Talk Time (ATT) is a fundamental metric utilized in call centers and customer service environments to gauge the duration of interactions between agents and customers. It measures the average amount of time a customer spends communicating with a representative during a single call. ATT is a crucial performance indicator that provides insights into the efficiency of handling customer inquiries, issue resolution, and overall service quality. Call centers often track ATT to evaluate agent productivity, optimize workflow processes, and enhance the customer experience.

What is Average Talk Time (ATT) in the context of customer service, and how does it impact call center efficiency and customer satisfaction?

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Average Talk Time (ATT) is a fundamental metric utilized in call centers and customer service environments to gauge the duration of interactions between agents and customers. It measures the average amount of time a customer spends communicating with a representative during a single call. ATT is a crucial performance indicator that provides insights into the efficiency of handling customer inquiries, issue resolution, and overall service quality. Call centers often track ATT to evaluate agent productivity, optimize workflow processes, and enhance the customer experience.

To calculate ATT accurately, call centers aggregate the total talk time across all calls handled by agents during a specific period and divide it by the total number of calls. This provides an average duration of customer-agent interactions, which can be analyzed alongside other performance metrics to gain a comprehensive understanding of call center operations. By setting target ATT goals and monitoring performance trends, call center managers can identify opportunities for agent training, process optimization, and technology integration to streamline communication processes and improve overall service delivery. Ultimately, achieving a balanced ATT contributes to higher levels of customer satisfaction, loyalty, and retention.

FAQs

Yes, Average Talk Time (ATT) is commonly used as a key performance indicator (KPI) in call centers to assess efficiency and productivity. It provides insights into how much time agents spend on calls, helping organizations gauge their overall performance.

Not necessarily. While a higher ATT can suggest thorough customer interactions, it doesn't guarantee better service. Quality matters just as much as quantity. Monitoring other metrics such as customer satisfaction and issue resolution is crucial for a comprehensive evaluation of customer service.

Not inherently. A low ATT may indicate efficiency, but it could also be a result of rushing through calls. It's essential to consider other metrics like first-call resolution and customer feedback to get a more accurate picture of the overall effectiveness and satisfaction levels within the call center.

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