ASA – Average Speed to Answer

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What is ASA?

ASA is average speed to answer a customer call. ASA measures the time taken for a caller to be connected with an agent from the moment the caller is placed in a queue.

 

How is ASA measured?

The average speed of answer helps in evaluating the efficiency and agents accessibility of the call center.

ASA (Average Speed to Answer) is the total wait time that the callers are in queue divided by the number of voices calls handled.

Average Speed of Answer = Total Waiting Time for Answered Calls / Total Number of Answered Calls

Abandoned calls are not considered while calculating ASA.

Why is ASA an important metric?

Average Speed to Answer shows how responsive the call center is to the incoming calls of the customers.

Customers value their time so an understanding of what they are experiencing when they call in is the first step in improving the customer satisfaction. 

ASA reflects how effective a service desk is by finding the fastest way to answer and resolve customer queries and issues

 

How to improve ASA?


1) Improve Forecasts: Forecast the call volume and headcount requirement with better accuracy. This will allow managers to staff agents accurately to handle the expected call volume.

2) Optimize Scheduling: An optimized schedule as per the call volume trend helps in improving the productive time and ensuring right number of agents are available at the right time with the right skillset to take customer calls.

3) Improve the Schedule Adherence: Scheduling is a plan but it will be effective only if it is complied with. The contact center manager needs to create a culture of compliance to the schedules to improve efficiency.

4) Refresher Training to improve the AHT i.e. the average handle time: Agents must have the required skills which is necessary to meet the customer’s requirement effectively. Well-trained agents will be able to reduce handle time and respond to more calls.


A sufficiently staffed team that is well prepared and well trained to cater to the predicted call volume will be able to answer calls in an efficient way resulting in a low ASA.

 

 

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