Talk time
Hi. I’m Conviner, here to teach you about Talk Time.
The average talk time was 4 minutes across call centers in 2022.
1. What is Talk Time?
The average time an agent spends on a customer call is their talk time. It is used as a key performance metric in call centers.
2. Why is Talk Time Important in Call Centers?
Talk time is a key metric in call centers. Here are some reasons why:
- Evaluate Agent Performance: The talk time metric can be used to understand how quickly an agent resolve a customer’s query. When coupled with First Call Resolution, it helps understand how well an agent performs.
- Assess Customer Satisfaction: Talk Time can also help call centers understand customer satisfaction.
3. How to Improve Talk Time?
Every agent has their own skills and weaknesses. Using a personalized coaching system that assigns agents customer interactions to learn from helps them to become an all-round agent who can resolve customer queries fast.
These AI-driven coaching techniques help each agent to improve faster.
That’s all from Conviner. See ya next time!
