Average Speed of Answer: A Customer Service KPI

Average Speed of Answer (ASA) is a valuable Key Performance Indicator (KPI) in the category of Customer Service KPIs. It represents the average time it takes for a customer service agent to answer a call during a specific period. A low ASA often signifies efficient customer service, leading to enhanced customer satisfaction.

Overview

In the sphere of customer service, ASA is a vital sign of the effectiveness and productivity of your customer service team. A shorter ASA implies that your team promptly attends to customer inquiries, which can drastically improve customer satisfaction and brand perception.

Measuring and optimizing ASA helps businesses manage their resources better, improve customer satisfaction, and increase overall operational efficiency. It also assists in identifying peak periods and scheduling staff more effectively.

Calculating the Average Speed of Answer

The Average Speed of Answer is calculated by dividing the total wait time for answered calls by the total number of answered calls. The formula for ASA is:

Average Speed of Answer = Total Wait Time for Answered Calls / Total Number of Answered Calls

Explanation of the variables:

• Total Wait Time for Answered Calls: This is the sum of the time customers waited before their calls were answered within a given timeframe.
• Total Number of Answered Calls: This is the total number of calls that were answered in the same timeframe.

Maintaining a low ASA is an essential goal for any customer service team. A lower ASA can heighten customer satisfaction, improve the customer experience, and subsequently, positively impact the company's reputation and bottom line.