Glossary

What is AVERAGE SPEED OF ANSWER (ASA)?

It denotes the time taken by a call centre agent to respond to a call within a closed time-frame. The average speed of answer includes the hold time of caller but it doesn’t account for the time taken by users to navigate the IVR menu. Lower the ASA, better is the performance of a call centre.

Average speed of answer = Total wait time for answered calls/total number of received calls

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