Average Speed of Answer (ASA)
Average Speed of Answer (ASA) is a key measurement used in call centers to track how quickly customer calls are being answered. It's calculated by measuring the average time customers wait in queue before speaking to an agent. Think of it like a scorecard that shows how fast a call center team responds to incoming calls. A lower ASA (like 20-30 seconds) usually means better customer service, while a higher one might indicate staffing issues or high call volumes. Managers use this number to make decisions about scheduling and hiring, and it's often mentioned in job descriptions as a performance target.
Examples in Resumes
Maintained an ASA of 25 seconds or less across a team of 50 agents
Improved Average Speed of Answer from 2 minutes to 45 seconds through strategic workforce management
Led initiatives that reduced ASA by 40% while maintaining quality standards
Typical job title: "Call Center Managers"
Also try searching for:
Where to Find Call Center Managers
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you develop a strategy to improve ASA while maintaining other key metrics?
Expected Answer: A strong answer should discuss balancing staffing levels, peak hour management, cross-training agents, and using historical data for forecasting, while considering budget constraints and quality metrics.
Q: How do you determine appropriate ASA targets for different types of calls?
Expected Answer: Should explain how different call types (sales, support, technical) might need different ASA targets based on customer expectations, business impact, and resource availability.
Mid Level Questions
Q: What factors can impact ASA and how would you address them?
Expected Answer: Should mention factors like staffing levels, call volume spikes, agent training, schedule adherence, and technical issues, along with practical solutions for each.
Q: How do you balance ASA goals with other performance metrics?
Expected Answer: Should discuss the relationship between ASA and other metrics like customer satisfaction, call quality, and resolution rates, explaining how to maintain balance.
Junior Level Questions
Q: What is ASA and why is it important?
Expected Answer: Should be able to explain that ASA measures average wait time for customers and its impact on customer satisfaction and business efficiency.
Q: How is ASA calculated?
Expected Answer: Should explain that ASA is the total wait time for all answered calls divided by the number of answered calls in a given period.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of call center metrics
- Monitoring real-time ASA
- Schedule adherence tracking
- Basic reporting skills
Mid (2-5 years)
- Analysis of ASA trends
- Team performance management
- Workforce scheduling
- Implementation of improvement strategies
Senior (5+ years)
- Strategic planning for performance improvement
- Multi-site metric management
- Budget planning and resource allocation
- Process optimization
Red Flags to Watch For
- No understanding of basic call center metrics
- Unable to explain the relationship between ASA and customer satisfaction
- Lack of experience with workforce management tools
- No knowledge of peak hour management
