The global average for ASA is 28 seconds.
Average speed of answer (ASA) measures the average time taken for an agent to answer voice calls over a specific duration. This also considers the amount of time a customer is kept on hold before speaking to an agent, excluding the time spent with an IVR.
The calculation for ASA is as follows:
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.
Call centers with a low speed of answer can impact many customer satisfaction metrics. Some of them include the following:
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