Home - What Is ASA Call Center Metrics? (FAQ)

Articles

What Is ASA Call Center Metrics? (FAQ)

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.

Boost Your Call Center Revenue Overnight

Pipes Ai is literally a plug and play system that you can have up and running in 2 days. We built Pipes Ai 4 years ago for our own call center and since then we have been perfecting it.

When you sign up our on-boarding team does most of the work sparing you oodles of hours and any heavy lifting.

We offer a month-to-month service and you can get started for as little as $ 500.

Whether you process 1,000 or 1 million leads per day, we have you covered. Go ahead and reach out to us and start to experience a more stress-free life with happy agents, and more top-line revenue.

Start Using Pipes Today

Get started in just minutes!

Make your ROI skyrocket

Book a demo

Fill out the form and one of our Pipes team will contact you!

    By clicking Get Started, I consent to receive phone sales calls and text messages – message and data rates may apply – from Pipes.ai on the landline or mobile number I provided even if I’m on a Federal or State do not call registry. I understand these calls may be generated using an auto dialer and may contain pre-recorded messages and that consenting isnot required to utilize our services.

    Ready To Start
    Turning Leads
    Into Revenue?