The toggle tax is the time and cost agents lose switching between systems on every call. In banking, associates lose about 58 seconds each time they move between Five9 and the core, roughly 2.4 hours per associate per shift. It is one of the most overlooked ways to reduce average handle time. A member calls about a loan payment. Your associate verifies their identity, opens the core to pull up the account, jumps to another screen to check the loan status, then circles back to log a note. And the member? They wait through every single switch.
