ASA: Average Speed of Answer
- This shows that how long the customer used to wait to talk to the agent.
- This one of the most important factors that call centers use to determine the quality of their service.
- Call centers have a variety of key performance indicators (KPIs) that they use to track the effectiveness and success of their service.
- Call centers need to be able to assess how effective, fast, and reliable their service is.
- Using these metrics, call centers can then improve their service, increasing their success rate and effectiveness.
- Call centers that track ASA and other KPIs have the ability to provide superior service to clients.
How to Define this
- ASA is the average amount of time it takes for a call center to answer incoming calls.
- In other words, ASA is the average amount of time that it takes for a call to be answered at a call center.
- This includes the time each caller spends on the phone waiting, either while the phone rings or while in a queue.
- However, The time that the caller spends on IVR, is not included as part of the ASA.
How to Calculate Average Speed of Answer
ASA = Total Wait Time of Customer /Total Number of Answered Calls
If there was a total of 50 minutes of waiting time for 10 calls, then the ASA would be calculated as :
50/10 = 5
That means the Average speed of Answer is 5 minutes.
Benefits of having Low Average Speed of Answer
- Customer Satisfaction
- Low abandon
- Good First-Call Resolution Rates
- Decrease call center cost
- Reduce Handle Time
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