Glossary

Glossary | A | What is average speed of answer

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.

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 >

Blogs

How to Implement a Comprehensive Customer Satisfaction Survey Strategy?

<p style="text-align: justify;">In the realm of huge competition and market research services, customer satisfaction is paramount. Satisfied customers not only become l....

Outsourcing for Success: How Appointment Setting Services and Customer Support Propel Businesses?

<p style="text-align: justify;">In the realm of a fast-growing business environment, outsourcing has emerged as a dynamic strategy that enables firms to utilize special....

What is Average Speed of Answer?

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

How to Implement a Comprehensive Customer Satisfaction Survey Strategy?

Outsourcing for Success: How Appointment Setting Services and Customer Support Propel Businesses?

Our Esteemed Clientele

Call Center in India Advantages

Next-gen Call Center Outsourcing at your disposal

Grow withGo4customer

What is Average Speed of Answer?

Related Questions

Resource Library

An insight into Call Center Outsourcing

BSNL Augmented Business Performances with Go4customer

Getit infomedia optimized business performance with Go4customer.com

Blogs

How to Implement a Comprehensive Customer Satisfaction Survey Strategy?

Outsourcing for Success: How Appointment Setting Services and Customer Support Propel Businesses?

Our Esteemed Clientele

Call Center in India Advantages

Next-gen Call Center Outsourcing at your disposal

Grow with
Go4customer