Average Speed of Answer (ASA)

Average Speed of Answer (ASA)

KPI Details

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 Definition

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.

KPI Best Practices

• 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)