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Average Speed of Answer (ASA)
The average speed of answer (ASA) is a measurement for how quickly calls to a call center are answered. This metric is highly important to call centers, but it has more uses. Businesses or customer service centers are also known to use the ASA. They use this data to determine how successful they are at answering customer questions in a timely manner to increase efficiency.
What Small and Midsize Businesses Need to Know About Average Speed of Answer (ASA)
Small businesses may not rely on ASA to measure the speed in which calls are answered. However, it may be important for those businesses who want to ensure they are being responsive to their customer needs. If answering the phone becomes a challenge for a small business, then keeping track of this metric may be useful.
Related terms
- RM (Relationship Manager)
- Best-in-class
- Customer Relationship Management (CRM)
- Shared Services Or Shared Services Center
- Contact Center
- Customer Information File (CIF)
- Business Development Representative (BDR)
- Customer Relationship Management (CRM) Analytics
- Customer Experience
- Best-of-breed
- Customer Experience Management (CXM)
- Go-to-Market (GTM) Strategy
- Chatbot
- Channel Management
- Corporate Communication
- Customer Engagement Center (CEC)
- Customer Analytics
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Voice of the Customer (VoC)
