Remove Customer centricity Remove industry standards Remove Morale Remove Outbound sales
article thumbnail

The Comprehensive Guide to Assessing the Average Talk Time Metric in Call Centers

NobelBiz

For reference, according to callcenterhelper.com , the industry standard for Average Handling Time (AHT) is 6 minutes and 10 seconds. To calculate the average talk time, you can use the formula: Average talk time = (Total customer handling time – hold time – wrap-up time)/total calls handled. Don’t miss out—watch today!

Metrics 52