Industry Standard Average Speed of Answer

Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Average speed of answer, Measuring properly, Reporting, Setting objective for

Feb 28, 2013

I'm looking for any feedback on the industry standard average speed of answer for a healthcare insurace company. What ASA are others using? Thank you.

– Kelly Hieb

Answers

  • Tamuna Vakhtangadze Posted at 7:03PM on Mar 18, 2013

    I am the Head of Call Center at the bank.I am also interested what is the standard average speed of answer at the bank

  • Hope Pace Posted at 5:24PM on Mar 22, 2013

    I'm A Director of Call Center for e-payments. I am also interested what the standard speed of answer is for financial services industry.

  • Sarah Stealey Posted at 4:37PM on Apr 1, 2013

    ASA can be extended up to 60-90 seconds if the call is effectively handled, once answered. ASA is most appropriate in larger centers where averages can be meaningful. In smaller centers you need to look holistically, and service level is probably better.

  • Michael West Posted at 4:37PM on Apr 1, 2013

    For our commercial member side it is 30 sec, for our commercial provider side it is 90 sec.

  • Sandra Martinez Posted at 4:37PM on Apr 1, 2013

    As General Manager of a P&C Insurance Company, we are using less than 20 sec. Insureds appreciates it.

  • Kim McCormick Posted at 4:19PM on Apr 18, 2013

    I lead a contact center for a large Healthcare organization and our target is 80/40. We currently average closer to 90/40

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