The average talk time was 4 minutes across call centers in 2022.
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.
Talk time is a key metric in call centers. Here are some reasons why:
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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