To measure your ATT and find out if you’re spending a lot of time on each call, take your total talk time of all calls and divide it by the total number of completed calls.
When calculating ATT, exclude average hold time, call transfers, calls resolved through your IVR system, and call wrap-up times.
Average talk time varies across industries. In the IT sector, ATT is at 209 seconds, or 3.48 minutes, while for the healthcare and life sciences industry, ATT is at 149 seconds (2.48 minutes). Talk times are ideally at 200 seconds (3.33 minutes) or above to achieve good service level ratings. For outbound calls, the ATT is at 358.2 seconds (5.97 minutes) to give agents more time to engage and convert customers.
However, spending too much time on each customer service call may lead to issues, such as staffing shortages and longer inbound call queues. You need to strike a balance between your ATT and customer service levels.
Note that just because an agent has low talk times doesn’t always mean they’re efficient. You have to listen to the calls to check their quality and look for processes that need improvement. An agent may have a low talk time and may appear efficient, but if you examine the call quality and customer experience, you may find that it has a negative effect on your organization.
Additionally, longer talk times aren’t always a bad thing. If an agent talks a bit longer but is able to deliver personalized service and excellent customer experience, then that’s definitely a win for you.