KPI Benchmarks : Average Speed of Answer (ASA)
- Benchmark Range 9-110
- Benchmark Average 35
- Benchmark Sample Size (n) 1117
* Is High or Low Best: Lower is Better
Download a Sample Average Speed of Answer (ASA)
KPI Details : Average Speed of Answer (ASA)
This KPI measures the quality of service provided by a Call Center and the efficiency of call handling practices. A high 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. Inadequate staffing can lead to high abandonment rates and sub-par customer satisfaction which can reduce potential revenue and customer retention rates, impacting the company's bottom line.
KPI Best Practices : Average Speed of Answer (ASA)
- Effective IVR/VRU system to resolve simple customer inquiries
- Accurate forecasting and staffing models to handle call volumes
- Shrinkage routinely monitored to improve representative availability
- Robust self-service options for customer (online FAQs, etc.)
KPI Calculation Instructions Average Speed of Answer (ASA)?
Two values are used to calculate this KPI: (1) the total number of seconds a caller must wait before a call center representative answers the phone, and (2) the total number of calls handled by call center representatives over the same period of time. Do not include the time the caller spent in the IVR/VRU system, or time the caller spent waiting for a callback (if the callback feature is enabled in the IVR/VRU system). Do not include the time the caller spent on hold and during transfers. Include only inbound calls in this calculation. Only include time caller waits in queue and while phone is ringing.
KPI Formula :
(Number of Seconds Customer Waits for Representative to Answer / Total Number of Calls Handled)
Service Level (Speed of Answer)
The number of calls answered by Call Center representatives within the pre-defined speed of answer window (e.g., 80/20 service level equates to 80% of calls answered within 20 seconds) divid...
KPI Type : Service
Formula : (Number of Calls Answered in Defined Speed of Answer Window / Total Number of Calls Answered by Representatives) *100
KPI Benchmark Range : 67.0%-96.3%