What is “average talk time (ATT)”?
Average Talk Time (ATT), a common contact center key performance indicator, refers to the amount of time a support agent spends actively conversing with a customer, and does not account for time spent on hold at any point in the interaction.
By contrast, Average Handle Time (AHT) refers to the total amount of time dedicated to a support interaction, including any pre- or after call work and hold time.
Both ATT and AHT are considered reliable measurements of agent efficiency and also correlate strongly with customer satisfaction (CSAT) scores — lower ATT and AHT yielding higher CSATs.
Why is it important to measure ATT?
BPO companies consider ATT an important metric in terms of gathering customer insights. Unlike AHT, which centers on the overall experience of the customers, ATT focuses on the customer’s exposure to the brand’s representatives.
It allows businesses to create a complete breakdown of the customer’s relationship with their brand. Through this interaction, brands can identify which processes need improvement as well as how companies can connect and communicate better with their customers.
Related insights and studies: