Average Speed of Answer (ASA)
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring call center Average Speed of Answer (ASA) - a critical customer service KPI. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Average Speed of Answer (ASA)?
The average amount of time (in seconds) a caller must wait before a Call Center representative answers the phone. This number includes the time required to initially answer the call (i.e., speed of answer) after it has been routed to a live representative. Does not include time the customer spends in the IVR/VRU menu.
Why should Average Speed of Answer (ASA) be measured?
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.
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