Average Speed of Answer (ASA)
Definition: The average amount of time (in seconds) a caller must wait before a Call Center representative answers the phone.
Discussion: Average Speed of Answer is a common Call Center Key Performance Indicator (KPI) that measure the typical amount of wait time that incoming callers experience before being greeted by a live representative. A high, or lagging, value for this metric indicates that the Call Center is not staffed appropriately to handle incoming call volumes, most likely due to poor call forecasting and staffing practices. In order to move the dial towards a ‘leading’ value for this KPI, analyze call volumes at thirty (or even fifteen) minute intervals throughout the day and build a staffing model that will ensure that there are enough representatives on hand to deal with the volumes at each point throughout the day. Creating an effective staffing model will improve customer satisfaction, average speed of answer and abandonment rate.