Definition: Average Speed of Answer (ASA) is the average amount of time it takes for an agent to answer an incoming call. Providing customers with self-service options, such as an interactive voice response (IVR) system, can reduce the number of calls that agents need to handle. This can result in shorter wait times for customers who do need to speak with an agent.
Why is ASA Important in a Call Center?
ASA is a critical metric in call centers as long wait times can lead to customer dissatisfaction and increased call abandonment rates.
How to Measure ASA?
ASA can be calculated by dividing the total wait time for all calls by the total number of calls answered.
How to Improve ASA?
ASA can be improved by optimizing staffing levels, improving call routing, and implementing AI-powered solutions like OpenQuestion.
Improving ASA with OpenQuestion
OpenQuestion can streamline call routing and reduce wait times, thereby improving ASA and enhancing customer satisfaction.