![]() ![]() The average speed of answer industry standard is generally 28 seconds. One key aspect of ASA is that it is closely related to several satisfaction metrics and can highlight bigger challenges than simply long waiting times. ![]() Explore Dashboard A Call Center Analytics Sisense DashboardĪSA is an important efficiency metric for call centers, as it measures both a team’s overall performance-faster ASA is likely indicative of better performance-and accessibility for customers. ![]() ASA does include the time spent while the phone is ringing for agents. ![]() This doesn’t include the time spent routing a customer to the appropriate queue, or time spent interacting with an interactive voice response system. Average speed of answer (ASA) refers to the time it takes for calls to be answered from the instant a customer is placed in a queue to the moment an agent answers the call.
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