#1: Determine the total average talk time.
For this example, the call center had a total talk time of 10,000 seconds.
#2: Determine the total amount of time customers stay on hold.
This call center has a wait time of 5,000 seconds for each call.
#3: Determine the time needed after the call for work by the recipient of the call
In this case, there is a quick form to fill out after each call that takes 6,000 seconds.
