Average speed of answer
Hi, are you interested in learning about the average speed of answers? I’m Conviner, your call center terminology assistant, and I'm ready to help.
The global average for ASA is 28 seconds.
What Is the Average Speed of Answer (ASA)?
ASA, or Average Speed of Answer, refers to the average time it takes for an agent to answer an incoming customer call, excluding the time the caller spends navigating the IVR system.
It measures the responsiveness of your support or sales team. The lower your ASA, the faster your team answers calls—which often translates to better customer experiences.
ASA vs. Other Call Center Metrics
- ASA vs. AHT (Average Handle Time): AHT tracks the entire duration of a customer interaction, while ASA focuses only on the wait time before the call is answered.
- ASA vs. FCR (First Call Resolution): FCR measures the resolution in one call. ASA is about how quickly that call is answered.
Why ASA Matters for Call Centers
Impact on Customer Satisfaction: Slow response times frustrate customers. A high ASA often leads to dropped calls or negative experiences. Fast ASA = happier customers.
ASA and Agent Productivity: A consistently low ASA often reflects efficient call routing, well-staffed teams, and minimal idle time for agents.
Connection to SLAs and KPIs: Most call centers have Service Level Agreements (SLAs), such as “80% of calls answered in 20 seconds.” Failing to meet ASA targets can result in SLA penalties and lower performance ratings.
What Is a Good ASA in a Call Center?
For instance, let the total waiting time for answered calls yesterday be 16.5 minutes. If all your agents answered a total of 27 calls, yesterday’s speed of answer is 36.67 seconds (16.5 x 60)/27.
Industry Benchmarks
- The gold standard: ASA of 20 seconds or less
- SLA baseline: Answer 80% of calls within 20–30 seconds
Factors Influencing ASA Targets
- Call volume spikes
- Agent availability
- System lag or inefficient IVRs
- Business type (tech support vs. sales vs. emergency services)
How to Improve ASA in Call Centers
Optimize Call Routing & IVR
- Use intelligent call distribution (ICD)
- Simplify IVR paths to reduce hold times
Reduce Call Transfers & Hold Times
- Equip agents with complete customer context
- Use internal knowledge bases to solve issues on the spot
Use Real-Time Coaching & Monitoring
- Monitor live calls for bottlenecks
- Provide real-time nudges to help agents act faster
Implement Conversation Intelligence Software
- Identify trends in call delays
- Automate QA to quickly flag slow response issues
- Get data-backed coaching suggestions
You’ve learned the basics of ASA. This is Conviner signing off!
