What does Average Speed to Answer (ASA) measure?

Average Speed to Answer (ASA) measures the average wait time a customer experiences while on hold in a queue before being connected to a representative. This metric is crucial for assessing the efficiency of a support team in managing incoming calls. A lower ASA indicates that customers are being answered more quickly, which is typically associated with better service levels and can enhance the overall customer experience.

This measurement is specifically focused on the time that elapses from when a call is received until it is answered, making it a direct indicator of the responsiveness of the support team. It does not encompass the entire resolution process, customer satisfaction levels, or response times of employees in the broader sense; rather, it singularly focuses on the initial phase of customer interaction.