Talk Time

The amount of time an Agent spends actually talking to a customer – from start to finish. In some call centres Talk Time does not include the time the customer was placed on hold.

In a marathon context, its from when the starters gun is fired through to crossing the finishing line and then deciding whether to exclude the time you were crouched over in pain hurling your guts out or sitting on the side of the road balling your eyes out about how hard it is. Or maybe that was just me.. At the 1km mark.

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