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.