Key Takeaways
- Call duration runs from connection to hang-up; ringing and queue time are usually excluded.
- Average call duration = total talk time / number of answered calls.
- Average handle time adds hold and after-call work, so it is always the larger number.
- Shorter is not automatically better: a short call that fails to solve the problem creates another call.
What Is Call Duration?
Call duration is how long a call lasts once it connects, until either side hangs up. Phone bills, call logs and contact centre reports all record it. On its own it describes one call; averaged across many it becomes a staffing and quality metric.
How to Measure It
Average call duration = total talk time / number of answered calls. For example, 50 hours (3,000 minutes) of talk across 600 calls is an average of 5 minutes.
| Metric | Includes |
|---|---|
| Call duration (talk time) | Connected time only |
| Queue or wait time | Time before an agent answers |
| Average handle time | Talk + hold + after-call work |
Reducing Call Duration the Right Way
- Track it together with first contact resolution so speed does not come at the cost of repeat calls.
- Collect the caller's details and reason before the call, for example with a chatbot that hands off to a person.
- Answer simple, repetitive questions in chat so calls are left for the cases that need a voice.
More in our guide to reducing call volume with a chatbot.
Frequently Asked Questions
What is call duration?
Call duration is the length of a call from when it connects to when it ends. It normally excludes ringing and time waiting in a queue. Contact centres average it across calls to plan staffing and to spot calls that run unusually long or short.
How do you calculate average call duration?
Divide the total talk time by the number of answered calls in the same period. If agents spent 3,000 minutes talking across 600 calls, the average call duration is five minutes. Use the same period and the same call types when comparing teams or months.
What is the difference between call duration and average handle time?
Call duration counts only the time connected with the caller. Average handle time also includes hold time and after-call work, such as notes and follow-up, so it gives a fuller picture of how long each contact really costs an agent.
Is a shorter call duration always better?
No. Pushing calls shorter can leave problems unsolved and generate repeat calls, which costs more overall. Track call duration alongside first contact resolution and customer satisfaction, and aim for calls that are as long as needed to resolve the issue once.
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