Average Speed of Answer (ASA) is an effective method to measure key performance indicator (KPI) of an outsource call center. KPI is typically checked and referenced by managers while assessing the efficiency and performance of team. ASA is one of the critical KPIs that call center executives must essentially take care of. The managers of contact centers must have a comprehensive understanding about what ASA is, how to calculate it, and what impact high ASA can have on customers, agents and the call center as a whole. ASA is the average amount of time taken by agents to answer customer calls. It is measured from the moment the call gets connected to the customer or answered by representatives. It also includes the amount of time that callers wait in a waiting queue for their calls to be received by agents of service provider. Although ASA cannot give a clear picture about customer satisfaction, managers of call center services still use it to measure customer satisfaction metrics.
A common formula with which ASA is calculated:
Average Speed of Answer = Total Waiting Time for Answered Calls/Total Number of Answered CallsWhile calculating ASA, it is important to conduct an outer analysis and analyze abandonment rate of calls.