Are outbound dialing times included in Total Handle Time?

• A. Yes, dialing and contacting time are included for outbound calls.
• B. No, dialing time is never included.
• C. Only dialing time is included, not contacting time.
• D. Outbound calls are excluded from Total Handle Time.

Answer: (A)

Total Handle Time is the total duration an agent spends handling a contact from start to finish. For outbound calls, that includes the time it takes to place the dial (dialing time) plus the time spent talking with the recipient (contacting time). In other words, every moment the agent is actively working on that outbound contact—from dialing through the call to wrap-up—counts toward Total Handle Time. For example, if an agent spends 10 seconds dialing, 3 minutes on the call, and 20 seconds on after-call work, those seconds add up to the Total Handle Time for that outbound contact. This is why outbound dialing times are included in Total Handle Time.