Talk Time

Talk Time is a key performance metric used in contact centers to measure the amount of time an agent spends actively engaged in conversation with customers during a specific period, typically recorded in minutes or hours. It includes the duration of inbound and outbound calls, as well as any other forms of direct communication with customers, such as live chat or video calls. Talk Time is an important indicator of agent productivity and efficiency, as it reflects the agent’s ability to effectively handle customer inquiries, provide support, and resolve issues within a reasonable timeframe. Contact centers often track Talk Time as part of their performance monitoring and quality assurance processes to optimize resource allocation, identify training needs, and improve overall service levels.