![]() Be aware of this, and make sure to account for the effect of outliers when drawing conclusions from the measurement.Īverage speed of answer in isolation doesn’t give any information about the impact of the time frame necessary for a response. But approaching the calculation in this manner will include outlier data points that can skew results. ![]() ![]() For that reason, one of the most common mistakes made is to simply take an average of the aggregate data. The idea behind ASA is to get an overview of general performance. In its simplest form, ASA is calculated by:ĪSA = Total Wait Time for Answered Calls/Total # of Answered Calls. Here are two important tips for calculating it correctly: The time it takes to navigate through an IVR system is not factored in to ASA.įor this reason, measuring ASA requires a nuanced approach that ensures maximum accuracy. Included in this metric is the time a caller waits in a queue. How Do You Measure Call Center Average Speed of Answer (ASA)?Īverage speed of answer is defined as the average amount of time it takes for a call center to answer a phone call from a customer. The most critical is to understand that average speed of answer is all about understanding the needs of customers and being able to provide them answers quickly. However, there are important differences between them. The concept is closely tied to (and often confused with) those of average handle time and first call resolution. This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights.Īverage speed of answer is one of the most important metrics for call centers to measure. Perspective can also be gained by studying the range of waiting times – the longest and shortest times customers were asked to wait.Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. Hour-to-hour averaging reports can mitigate this, as well as a study of call abandon rates for periods of peak traffic. This could potentially do enormous damage to CSat. The contact centre is technically on target, but for 10% of the day customers face comparatively long waits. This raises the average, but not beyond the centre’s SLA, because throughout the rest of the day, answer times are around 10 seconds. However, a closer look at performance hour-on-hour reveals a regular slot – the lunch hour – where a combination of increased traffic and poor scheduling means customers queue for 2 minutes. For example, a contact centre may be open for ten hours a day, adhering to their target ASA of 20 seconds. The figures can also be distorted by the process of averaging. The result is that the worst offenders, in terms of answer speed, are often discounted from the understanding of average answer speed. At the same time, the factor most likely to lead to a customer abandoning a call is a prolonged wait. If a customer ends the call before they are connected to an agent, their call does not count toward the ASA figure. Long or confusing IVR processes can make a customer’s experience both irritating and much more drawn out than the ASA figures would indicate.Īnother factor that affects answer speed data is the call abandon rate. The metric is understood from the contact centre’s perspective, starting from when the customer is placed in a queue after they have navigated IVR. This is, in part, due to how ASA is calculated. The relationship is not binary, however, and low waiting times do not automatically indicate high CSat. For example, customers calling technical assistance lines will wait longer for service than customers calling conventional service lines.Ĭustomer satisfaction (CSat) is a metric often associated with ASA, as time spent queueing is one of the main factors affecting how customers judge the level of service. Research has also shown that customers will tolerate different waiting times for different kinds of service. In reality, there is so much variety between different centres that there are few widely applicable rules. 28 seconds is the global average for ASA, and the 80/20 rule – 80% of calls answered within 20 seconds – is often cited. It is often used with the metric of Average Wait Time (AWT), the period of time before being connected to an advisor.ĪSA is often a key part of a contact centre’s Service Level Agreement (SLA), represented as a guarantee to answer a certain volume of total calls within an agreed amount of time. Average Speed of Answer (ASA) is a metric calculating the amount of time it takes to answer a typical call once it has been routed to the contact centre.
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