submit query
Loader

Please fill with your details

  • Captcha refresh
Glossary

What is Average Speed of Answer?

Average Speed of Answer (ASA) is an effective method to measure key performance indicator (KPI) of an outsource call center. KPI is typically checked and referenced by managers while assessing the efficiency and performance of team. ASA is one of the critical KPIs that call center agents must essentially take care of. The managers of contact centers must have a comprehensive understanding about what ASA is, how to calculate it, and what impact high ASA can have on customers, agents and the call center as a whole. ASA is the average amount of time taken by agents to answer customer calls. It is measured from the moment the call gets connected to the customer or answered by representatives. It also includes the amount of time that callers wait in a waiting queue for their calls to be received by agents of service provider. Although ASA cannot give a clear picture about customer satisfaction, managers of call center services still use it to measure customer satisfaction metrics.

A common formula with which ASA is calculated:

Average Speed of Answer =  Total Waiting Time for Answered Calls/Total Number of Answered Calls

While calculating ASA, it is important to conduct an outer analysis and analyze abandonment rate of calls. 

Contact Us

Enter the details & we will contact you shortly!

Resource Library

An insight into Call Center Outsourcing

Global enterprises strive to attain service excellence so that they can stay ahead in a competitive environment.

Download Now >

BSNL Augmented Business Performances with Go4customer

TBharat Sanchar Nigam Limited (BSNL) started its operation and installed Quality Telecom in the nation.

Click here to Read >

Getit infomedia optimized business performance with Go4customer.com

GetIt Infomedia is a leading digital supermarket in India

Click here to Read >

Blogs

A Detailed Overview of Business Communication Channels and Their Applications

<p>Business communication channels are deployed for internal and external communication purposes. For a business, effective communication plays a critical role in all legacy business ope....

Read more>>

Everything You Need to Know About Business Process Automation

<p style="text-align: justify;">In recent years, the method of doing business has evolved rapidly. As technology keeps improving, our methods of performing tasks also b....

Read more>>

Our Esteemed Clientele

  • MSME logo
  • Manrega logo
  • GIL Company logo
  • BSNL Company logo
  • NMEICT Company logo
  • hudco Company hudco
  • Relaxo Comapany logo
  • NSEZ Company logo
  • Gail logo
  • MTNL logo
  • timex logo
  • BPCL Company logo
  • HPCL Company logo
  • IOCL Company logo
  • one97 logo
  • AIIMS Company logo
  • Power-Grid logo

Next-gen Call Center Outsourcing at your disposal

We make call center outsourcing a viable choice for businesses to achieve growth. We deliver best call center services by maintaining high training standards, integrating AI and data driven technology and offering 360° customer support. With us, you invest in customer relations built on trust and exceptional experience.