Average speed of answer

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Calculating Average Wait Time

Mar 08, 2013(0)
When calculating average wait times should you include the wait time component of abandoned calls or only those calls that were answered?

Average speed of answer, Measuring properly

Average Speed Of Answer Vs Grade Of Service

Mar 08, 2013(2)
Which measure is better and why: Average Speed Of Answer or Grade Of Service?

Measuring properly, Average speed of answer

Industry Standard Average Speed of Answer

Feb 28, 2013(6)

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.

Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Average speed of answer

Relation Between ASA, AHT and Occupancy

May 29, 2012(2)
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?

Operations Management, Metrics/Performance Measurement, Average handle time, Measuring properly

Calls Per Hour by Rep?

Feb 09, 2012(0)

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?

Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Average handle time

Explanation of ACD Service Level

Feb 03, 2012(1)

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!

Operations Management, Metrics/Performance Measurement, Key Call Center Metrics, Adherence to schedule

Calculating Average Speed of Answer

Sep 08, 2009(2)
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. Thank you

Average speed of answer

Calculating for ASA, TT, Abandonment, handle time for calls and chats in small centers

Oct 20, 2008(0)
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

Average speed of answer

ASA/SLA Relationship

Aug 11, 2008(3)
Is there a relationship between ASA [Average Speed of Answer] and SLA [Service Level Agreement]? How can it be statistically measured? -- Sriram, Mac

Average speed of answer

Ring Time in ASA

Mar 07, 2008(0)
Hi, 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

Average speed of answer

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