The Comprehensive Guide to Assessing the Average Talk Time Metric in Call Centers
NobelBiz
SEPTEMBER 12, 2023
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.
52 
Let's personalize your content