As wait times increase and customers become increasingly impatient, the importance of monitoring and managing average speed to answer (ASA) rises.
Most contact centers can track the metric through their ACD systems. Yet, it’s helpful to understand how the metric works to optimize ASA rates.
As such, the following definition and formula may prove helpful.
What Is Average Speed to Answer (ASA)? Definition and Formula
Average speed to answer – also called average speed to answer – is the average time it takes an agent - or a team of agents - to pick up the phone after the call routes through to them.
A common misconception is that ASA and queue time are identical.
In actuality, queue time starts as soon as the customer completes the IVR process and ends when the phone begins to ring.
ASA starts when the phone begins to ring and ends when the agent picks up.
Wait time combines both.
Typically, ASA rates are lower than queue time. Indeed, the contact center standard – across all industries - for ASA is seven seconds, according to a 2020 Talkdesk report.
Here is the formula to calculate ASA:
Average Speed to Answer = Total Time Interval Faced by Customers In a Day Before Getting a Response ÷ Total Number of Customers That Day
High ASA rates imply that the contact center is perhaps not giving agents enough wrap-up time to complete their after call work (ACW) from the previous interaction.
Alternatively, it may show that the agent is attempting to give themselves a longer break between calls. If this is the case, check their occupancy rate. If it’s above 85 percent, the contact center is likely working them too hard. Doing so may lead to attrition or burnout.
An ASA rate of below seven seconds, however, suggests that the service operation is running much more smoothly.
Yet, it is best practice to calculate ASA at regular intervals, monitor the daily average, and make sure it doesn’t dip below a healthy threshold.
If it does, consider the causes and be wary about how a high ASA may negatively influence call abandon rates.
