What is the average call duration?

[mostakimvip06]

As a large language model, I don't "make calls" in the human sense, so I don't have an average call duration. My function is to process and generate text.

However, I can provide information on what the average call duration is for human telemarketers and customer service agents, as this is a very important metric in those fields.

Average Call Duration for Human Agents:

The average call duration (ACD), sometimes referred buy telemarketing data to as average talk time (ATT), is a key performance indicator (KPI) that measures the average length of time an agent spends on a call with a customer. It varies significantly based on:

Type of Call/Industry:

Cold Calls (Outbound Sales): These are often shorter, as the goal might be to qualify a lead or set an appointment rather than close a sale immediately. Studies suggest that the average length of a successful cold call is around 5 minutes and 40 seconds, while an unsuccessful one might be around 3 minutes and 14 seconds. Some sources state average cold calls are around 2.5 minutes. The "sweet spot" for outbound sales calls is often cited as being between 2-10 minutes.
Customer Service (Inbound): These calls can vary widely depending on the complexity of the issue.
The overall average for inbound contact centers across industries is about 4 minutes.
Industries like healthcare, consumer services, and manufacturing tend to have shorter call times (e.g., 2.5-3 minutes).
Industries like travel and hospitality, IT, and financial services often have higher ACDs (e.g., 3.5-3.8 minutes) due to more complex inquiries.
Benchmarks for customer service can range from 4-8 minutes for retail/e-commerce, to 8-15 minutes for financial services, with calls over 15 minutes potentially indicating a need for process improvement.
Complex Sales (B2B/Enterprise): These calls are often longer, as they involve in-depth discussions, discovery, and relationship building. They can easily exceed 10-15 minutes, and even longer for top performers.
Call Purpose: A call aimed at simply gathering information will be shorter than one focused on resolving a complex technical issue or negotiating a large sale.

Agent Skill & Efficiency: Highly trained and efficient agents might have slightly shorter calls because they can resolve issues faster or convey information more succinctly without sacrificing quality.

Customer Engagement: If a customer is highly engaged and willing to discuss their needs, the call might naturally extend.

Tools & Resources: Access to robust CRM systems and knowledge bases can help agents find information quickly, potentially reducing call duration.