What does ATT mean?
ATT stands for the average talk time of an agent. It’s the amount of time he/she spends on handling prospect/customer calls. It could be to pitch a product/service or to resolve their queries.
What is a good ATT and how it is calculated?
ATT is calculated using this formula –
Total talk time + total hold time + total after call tasks
Total number of calls
According to Call Center Magazine, a good Average Hold Time is 6 minutes 10 seconds.
Please note that AHT i.e Average hold time is not as same as average talk time.
ATT doesn’t include time spent on hold.