What is ASA (Average Speed of Answer)?
ASA, or Average Speed of Answer, is a call center metric that measures the average time it takes for agents to answer incoming calls. It includes the time a caller spends in the queue but excludes the time spent navigating IVR systems.
Why ASA Matters in Call Centers
ASA is directly tied to customer satisfaction. A lower ASA means shorter wait times and happier customers. High ASA can lead to increased call abandonment and frustration.
How to Calculate ASA
ASA = Total Waiting Time for Answered Calls ÷ Total Number of Answered Calls
Example:
If callers waited a combined 10,000 seconds for 500 answered calls:
ASA = 10,000 ÷ 500 = 20 seconds.
What is a Good ASA?
Industry benchmarks suggest that an ASA of 20 seconds or less is ideal. The ’80/20 rule’ (answer 80% of calls within 20 seconds) is a common goal.
How to Improve ASA
– Optimize call routing with ACD (Automatic Call Distributor)
– Use real-time monitoring to manage queues
– Improve schedule adherence and staffing
– Reduce Average Handle Time (AHT) to free up agents
Common Challenges Affecting ASA
– Sudden spikes in call volume
– Poor staffing or adherence
– Ineffective routing or IVR design
Related Topics for Further Reading
– AHT (Average Handle Time)
– Abandonment Rate
– Schedule Adherence
– Real-Time Monitoring
– ACD (Automatic Call Distributor)
