ASA is a measurement that measures how long agents spend answering incoming calls. ASA only takes into account calls that are answered. In other words, the longer an agent takes to answer a customer’s request, the lower the caller satisfaction rating will be. However, average handle times do not indicate the efficiency of a call center. Despite its name, ASA does not represent customer satisfaction. Rather, it is a metric that measures how quickly an agent can resolve a customer’s query.
Measure Efficiency with ASA
ASA is a key measurement that can help call center managers understand how quickly they can answer customer questions. The average time it takes to answer a call is also important. This metric is often inaccurate as some calls may take too long. This is why it is essential to understand the average wait time for each customer. The ASA should also consider outliers and the total customer experience across the customer journey. Ultimately, a higher ASA means that a call center is more efficient.
Improve Customer Service Quality with ASA
The ASA is an important measure that is associated with customer service quality. The global average ASA (or average handling time) is calculated by Call Centre Helper. It is a good indicator of the level of customer service at a call center. It is important for call centers to keep a low ASA rate, as it indicates that they are understaffed. Inbound call abandonment is another KPI that is related to ASA. Customers who have to wait for an agent to answer their question are more likely to hang up than a customer that does not receive an answer.