7/8/2023 0 Comments Average speed of answer![]() ![]() ![]() What is Average Speed to Answer (ASA)? Definition and FormulaĪverage speed of answer – also called average speed to answer – can be defined as the average time interval per day between an inbound customer reaching your system, and the agent picking up the call or auto-routing to a self-service IVR.Ī common misconception is that ASA and average hold time are identical. Instead, calculate your ASA at regular intervals, monitor the dai ly average, and make sure that it doesn’t dip below a healthy threshold. Unfortunately, it isn’t always possible to hit the gold standard with ASA and bring it down to near-zero. A very low ASA indicates that your contact centre is extremely efficient and customer experience is kept at an optimum level. Average speed of answer or ASA is among the most important KPIs for an inbound contact centre, reflecting how fast agents are able to process calls, and therefore, how many interactions they can address every day.
0 Comments
Leave a Reply. |