• 4,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Average Talk Time (ATT)

Average Talk Time (ATT)

Definition

What is average talk time?

Average Talk Time (ATT) is the length of time the consultant spends talking to clients, which allows the staff to estimate how much time they can set aside for talk-time per call. This metric is often mistaken for Average Handling Time (AHT). Identifying the distinction between the two metrics is very critical. 

Average time talk does not require time spent on hold as opposed to Average Handling Time. Ideally, time spent by the caller on hold is not involved in this metric. If the average time talk is too big, service providers may not respond to further requests. On the contrary, if the total speaking time is too short, the call center will be able to field further requests. As a result, lower average time talk increases client’s loyalty.

What is average talk time

Importance of average talk time

 

Average talk time is one of the most essential customer insights. Average talk time represents the exposure of the clients to the call center agents.

The average talk time aims to assess the day-to-day operations of the administration of call center service providers. The index is measured and analyzed regularly. It is also vital to maximize the total speaking time to minimize additional expenses and balance the services offered to consumers.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 4,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
4,000 firms.Just 2 minutes to complete.
SAVE UP TO
70% ON STAFF COSTS
Learn more

Connect with over 4,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 4,000 firms
  • Simple
  • Transparent
Banner Image