Pokalbių laikas

Kas yra pokalbio laikas?

Pokalbių laikas yra skambučių centro duomenys, nurodantys bendrą laiką, kurį agentas praleidžia bendraudamas su klientu skambučio metu. Jie naudingiausi, kai matuojami ir pateikiami kaip vidurkis.

Unfortunatelyaverage talk time (also known as ATT) is often neglected by call center managers. As a result, other popular key call center metrics and KPIs, such as average handle time (AHT) or abandonment rate, are prioritized more often. 

However, even though ATT doesn’t provide the entire picture of an interaction, as does the AHT, it does show the actual time agents spend conversing with customers on the phone. Thus, along with other crucial metrics and KPIs, it can give call center managers a more holistic view of agent’s efficiency and performance. In return, it provides them with an opportunity to offer guidance to employees that require it. Therefore, it’s still a valuable call center metric that contributes to the overall positive customer experience. 

In addition to utilizing the customer service tools, managing single or multiple knowledge bases, the call center agent’s skillset should contain — active listening, call control, the ability to craft clear explanations, handle complaints, and customer issues. All of that drives accurate handle times data and improves the overall call handling process. 

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Consistently reviewing talk time and keeping an eye on average talk time trends helps call centers meet service level goals, achieve high levels of customer satisfaction, and maintain the efficiency of the call center staffing operatives. 

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How do you measure the average talk time?

Vidutinis pokalbio laikas yra vidutinis minučių/sekundžių skaičius, kurį agentas bendrauja telefonu su kiekvienu klientu. Tay yra laikas, kurį agentai praleidžia kalbėdami su klientais.

Norėdami išmatuoti vidutinį pokalbių laiką skambučių centre, turite apskaičiuoti visų skambučių laiko sumą ir padalyti ją iš bendro atliktų skambučių skaičiaus. Formulė atrodys taip:

(Skambučio A pokalbio laikas + skambučio B pokalbio laikas + … + skambučio X pokalbio laikas)

Vidutinis pokalbio laikas =     ———————————————————————————-

Bendras apdorotų skambučių skaičius

This number should not include average hold time — time a customer spends in the IVR menu before being connected to an agent, call transfers, and any after-call work (call wrap-up time). In addition, inbound calls that were resolved within the IVR system should also be excluded from this calculation.

A high value for this metric may indicate that agents have issues with average call time and call handling and may need additional system training. Typically, when call handling times are higher than the target KPI, call center managers may attribute it to higher hold times or call wrap-up times. However, by looking at just the amount of time an agent spends in an actual conversation with a customer, call center managers may identify agents who require more call control training. 

Pokalbių laikas yra rodiklis, į kurį nereikėtų žiūrėti atskirai. Norėdami užtikrinti veiksmingą skambučių centro produktyvumą, našumą ir tinkamą klientų aptarnavimo lygį, skambučių centro vadovai turėtų atsižvelgti į visus skambučių centro duomenis ir KPI.

What is the difference between average talk time and average handle time?

Vidutinis pokalbių laikas daugeliu atvejų yra maišomas su vidutiniu apdorojimo laiku, todėl labai svarbu suprasti skirtumą tarp dviejų duomenų. Tiek vidutinis pokalbio laikas (ATT), tiek vidutinis apdorojimo laikas (AHT) naudojami norint įvertinti laiką, kurį skambučių centro atstovas praleidžia bendraudamas su klientu. Tačiau skiriasi šių duomenų ir galutinio rezultato apskaičiavimo formule.

Nors vidutinis pokalbių laikas yra tiesiog laikas, kurį agentas praleidžia kalbėdamasis su klientu, vidutinis apdorojimo laikas apima viską nuo tada, kai klientas pradeda skambinti iki pokalbio pabaigos. Tai gali apimti laukimo laiką, skambučių peradresavimą ir skambučių užbaigimo laiką, reikalingą kliento problemai išspręsti ir bylai užbaigti. Todėl skambučių centro pokalbių laikas yra tik dalis vidutinio apdorojimo laiko formulės.

                                              Bendras pokalbio laikas + bendras laukimo laikas + skambučio užbaigimo laikas)

Vidutinis apdorojimo laikas =     —————————————————————————-

Bendras apdorotų skambučių skaičius

It has been estimated that the industry standard for the average handle time is a little over 6 minutes, though that number can significantly vary based on the sector of business. Since average handle time is a common customer experience metric, many call centers aim to reduce AHT to improve customer experience and maximize call center’s efficiency. But lowering AHT is not always a good thing as it can have a negative impact on service quality.

However, call centers can apply proactive customer service strategies and workforce optimization to help reduce average handle time without compromising the level of service.

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Frequently asked questions

What is talk time?

Talk time is one of the critical call center metrics used to measure call center agents' efficiency and overall performance. It shows the total amount of time an agent spends on a call with a customer resolving their issue and is typically presented as an average number. Therefore, reviewing talk time trends helps call center managers keep tabs on call handling efficiency and customer experience.

How do you measure the average talk time?

Call center average talk time is measured as the sum of talk time of all calls divided by the total number of answered calls. When calculating the average talk time, make sure to exclude hold time, call transfers, post-call processing, and time a customer spends navigating the IVR menu before actually speaking to a call center agent.

What is the difference between average talk time and average handle time?

Average talk time (ATT) and average handle time (AHT) are both related to measuring the time call center agents spend interacting with customers on customer service calls. However, average handle time is a broader metric. The average talk time is only a component of the average handle time metric. In addition, to talk time, it also includes call transfers, hold time, and any required post-call processing activity (post-call work).

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