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

NobelBiz

SEPTEMBER 12, 2023

Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. For reference, according to callcenterhelper.com , the industry standard for Average Handling Time (AHT) is 6 minutes and 10 seconds.

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Metrics Call Center Outbound sales Contact Center 52
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What Managers Should Know About Agent Performance Metrics

NobelBiz

FEBRUARY 14, 2022

After-call work time The after-call work time calculates the time required for call center agents to perform their tasks following each call. This indicator enables managers to assess agents’ success in performing needed post-call work and to determine how much time should be devoted to post-call work.

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Metrics Management Average Handle Time Contact Center 52
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