AVERAGE SPEED OF ANSWER (ASA) IN A CALL CENTER

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.

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.

ASA = Total Wait Time of Customer /Total Number of Answered Calls

For Example:

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.

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