Definition: Average Talk Time (ATT) is the average amount of time an agent spends talking to a customer during a call. Modern IVRs such as OpenQuestion, provides a summary of information already provided, ensuring agents don’t have to ask again questions which were already answered, saving the agent time and the customer frustration. Importantly, agents can view this information before accepting the call, eliminating any need to ask the same questions again. This enables agents to take control immediately and saves an average of 15 to 45 seconds per call, depending on the call type.
Why is ATT Important in a Call Center?
ATT is a key metric in call centers as it can impact customer satisfaction, agent productivity, and operational costs.
How to Measure ATT?
ATT can be calculated by dividing the total talk time by the total number of calls handled.
How to Reduce ATT?
ATT can be reduced by providing effective agent training, improving call routing, and implementing AI-powered solutions like OpenQuestion.
Reducing ATT with OpenQuestion
OpenQuestion can provide agents with a clear summary of relevant information, reducing talk time and improving customer satisfaction.