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Industry Standard Average Speed of Answer Messages in this topic - RSS

Guest


2/28/2013
Guest
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
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Guest


3/18/2013
Guest
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

- Tamuna Vakhtangadze
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Guest


3/22/2013
Guest
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.

- Hope Pace
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Guest


4/1/2013
Guest
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.

- Sarah Stealey
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Guest


4/1/2013
Guest
For our commercial member side it is 30 sec, for our commercial provider side it is 90 sec.

- Michael West
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Guest


4/1/2013
Guest
As General Manager of a P&C Insurance Company, we are using less than 20 sec. Insureds appreciates it.

- Sandra Martinez
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Guest


4/18/2013
Guest
I lead a contact center for a large Healthcare organization and our target is 80/40. We currently average closer to 90/40

- Kim McCormick
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jeremy.gossage
jeremy.gossage
Posts: 1


9/22/2015
jeremy.gossage
jeremy.gossage
Posts: 1
The truth is that there is no industry standard ASA goal- Your ASA goal should be driven by your customer tolerance- this could be different not just from industry to industry, but even by your internal lines of business. My advice is for you to look at your abandon spectrum- In short, find out when your customers are giving up,.... you will probably find a dramatic increase in abandons at 30/40 or 60 seconds, etc. There is usually an abandon rate sweet spot that you can use to guide where you should set your goal- hope this helps!

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

- Kim McCormick
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rache4you
rache4you
Posts: 2


4/5/2016
rache4you
rache4you
Posts: 2
Hi, what is the average speed of answer for the airlines industry and also do they follow the 30/60/90 rule for hold procedure?

Rachel
edited by rache4you on 4/5/2016
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jeremy.hyde
jeremy.hyde
Posts: 8


4/6/2016
jeremy.hyde
jeremy.hyde
Posts: 8
In my previous role at a health insurance company that also handled financial accounts (e.g. HSA) the target ASA for our member lines was 30 or 45 seconds depending on the line of business and 90 seconds for providers. I agree with the Jeremy G that ASA should be determined by your business and not the "industry standard". Also, if you give your customers multiple channels to reach you (e.g. email, chat), create consistently positive customer experiences, and resolve issues/questions on the first call there may be a higher tolerance for a slightly higher hold.
Jeremy Hyde
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Brad Cleveland
Brad Cleveland
Moderator
Posts: 8


4/6/2016
Brad Cleveland
Brad Cleveland
Moderator
Posts: 8
All great input on this thread. One more thing to consider is that ASA can be misleading; SL tends to be better. Here's a one page description of those dynamics.
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Wade
Wade
Posts: 2


4/14/2016
Wade
Wade
Posts: 2
I work with a financial services company that is contracted by banks to provide services across business and personal customers.
  • In the largest division, our contact center is held to a 2% abandon rate by contract. ASA and SLA are available to look at, but no one is accountable to it.
  • In a the next largest division, the standard contract (each bank has it's specifics) holds an ASA of 0:20 with an SLA of 80%.

edited by Wade on 4/14/2016
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