What is Average Speed of Answer (ASA)?

Average Speed of Answer (ASA) is the average amount of time it takes for agents to answer inbound customer interactions once they appear in the contact center queue. This metric is crucial for understanding how quickly customers are being attended to.

How to Calculate Average Speed of Answer (ASA)

To calculate the Average Speed of Answer (ASA), you can use the following formula:

For example, if a call center receives 500 calls in an hour and the total waiting time for all answered calls during that hour is 4,000 seconds the ASA would be:

Why Average Speed of Answer (ASA) Matters

ASA is important for several reasons:

• Customer Satisfaction: Shorter wait times generally lead to higher customer satisfaction.
• Operational Efficiency: A lower ASA indicates a more efficient call center operation.
• Service Level Agreements (SLAs): Meeting ASA targets is often a key component of SLAs with clients.

Factors Influencing Average Speed of Answer (ASA)

Several factors can impact ASA:

• Call Volume: Higher call volumes can increase ASA if not managed properly.
• Agent Availability: The number of agents available to take calls directly affects ASA.
• Call Handling Time: Longer call handling times can lead to higher ASA.
• Technology: Efficient call routing and queue management systems can help reduce ASA.

Strategies to Improve Average Speed of Answer (ASA)

To improve ASA, consider the following strategies:

• Optimize Staffing Levels: Ensure adequate staffing during peak times to handle call volumes.
• Enhance Training: Provide agents with training to handle calls more efficiently.
• Implement Advanced Call Routing: Use technology to route calls to the most appropriate agents quickly.
• Monitor and Analyze: Regularly monitor ASA and analyze data to identify and address bottlenecks.

Related Terms

• First Call Resolution (FCR): The percentage of calls resolved during the first interaction without the need for follow-up.

• Call Abandonment Rate: The percentage of calls that are terminated by the caller before reaching an agent.

• Average Handling Time (AHT): The average duration of a call, including talk time and any after-call work.

Conclusion

Average Speed of Answer (ASA) is a critical metric for assessing the efficiency and effectiveness of a contact center. By understanding and optimizing ASA, companies can improve customer satisfaction, enhance operational efficiency, and meet service level agreements.