Mar 08, 2013
When calculating average wait times should you include the wait time component of abandoned calls or only those calls that were answered?
Mar 08, 2013
Which measure is better and why:
Average Speed Of Answer or Grade Of Service?
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.
May 29, 2012
What is the relation between a call center's Average Speed of Answer (ASA) and Average Handle Time (AHT) or Occupancy? If the ASA is high will AHT be higher or lower?
Or, if ASA is high will Occupancy be high as well?
Feb 09, 2012
Are your representatives responsible for taking a set number of calls per hour? If so, how do you calculate the number of calls they should be taking?
Feb 03, 2012
Our call center is set up so that each agent is assigned to certain accounts and has an individual queue that these clients are routed to. As such, I do not feel that ACD Service Level is an appropriate metric for this type of call distribution model. However, I can't find any white papers or research to back this up. Is anyone aware of research that explains what this call center metric is for in terms of a call distribution model? Thanks for the help!
Sep 08, 2009
Hi, can anyone tell me how to calculate the formula/calculation for working out what the ASA would be against the AHT.
For example if I had an AHT of 190 seconds how would I work out the ASA. I know Erlang C is involved in calculations but I have to admit that I do not understand it that well as I am new to this.
Oct 20, 2008
We are a small contact center responding to approximately 200 calls a day. We are in the process of establishing benchmarks and are interested in call statistics from other contact centers, ASA, TT and abandonment. What is considered "World Class?
What about for a small contact center responding to approximately 75 -100 chats a day. We are in the process of establishing benchmarks and are interested in chat statistics from other contact centers, ASA, session time and abandonment. What is considered "World Class?
-- Stacey Weaver
Aug 11, 2008
Is there a relationship between ASA [Average Speed of Answer] and SLA [Service Level Agreement]? How can it be statistically measured? -- Sriram, Mac
Mar 07, 2008
My question is about ASA (Average Speed of Answer). Our system takes ring time into ASA, as well, such as 3 seconds for each ring. Even when there are no calls in queue, we still get 3 seconds of ASA. I personally feel that ASA should not include ring time. Do you agree? -- Mohammed