Contact centre call time, often referred to as call duration or handle time is the total amount of time a customer interaction, typically a phone call, lasts from the moment the call is initiated until it is concluded. It includes all the time spent by the customer and the contact centre agent during the call.

Contact centre call time components

Talk Time: This is the portion of the call during which the customer and agent are actively engaged in conversation. It includes the time spent discussing the customer’s enquiry or issue, asking and answering questions, and providing assistance or information.

Hold Time: If the customer is placed on hold or transferred to another department or agent during the call, the time spent waiting on hold is also included in the call duration. Hold time can have a significant impact on the overall customer experience.

After-Call Work (ACW): After the call ends, agents often need to perform various tasks related to the interaction, such as documenting the call in the system, updating customer records, or scheduling follow-up actions. The time spent on these post-call activities is part of the call time.

Wrap-Up Time: This is similar to ACW but may refer to the time spent by the agent summarising the call, preparing for the next interaction, or completing any necessary paperwork. Wrap-up time is also often included in the total call duration. Agent Assist can overcome this delay.