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!

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