Talk-to-Listen Ratio
Short definition
Talk-to-Listen Ratio: The proportion of speaking time contributed by different conversation participants.
Meaning and how it works
A high agent speaking share does not equal better service; discovery calls may benefit from more customer talk time. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business applications
- Business scenario:
A sales coach reviews whether representatives allow customers enough time to explain their needs.
What to check before implementation
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.