Call time

What does call time mean? 

Call time refers to the total duration an agent spends handling a call from the moment they pick up the phone until the call is concluded. This customer service metric is crucial for assessing performance and efficiency within the call center.  Call time has multiple components that play a part in its computation: 

• Talk time: The actual time an agent spends speaking with the customer. It assesses the agent’s efficiency and call complexities they handle. 
• Hold time: The amount of time a customer is placed on hold during a call. Excessive hold times can lead to customer dissatisfaction and diminished service quality. 
• Wrap-up time: The time an agent spends completing after-call work, including tasks like updating records, entering notes or logging call disposition. 

Using the above information, call time can be computed using the formula: 

Now that we have deconstructed call time for you, let’s discuss the benefits of monitoring it.

Top benefits of monitoring call time   

Measuring, analyzing and optimizing the call time in your call center or contact center, helps with:  

• Efficiency measurement: Total call time is used to measure an agent's efficiency and productivity. 
• Customer experience: Shorter total call times, without compromising service quality, often lead to better customer satisfaction. 
• Resource planning: Helps in forecasting staffing needs, simplifying workforce management and managing call center resources effectively.