![]() Most automatic call distributor (ACD) systems capture this metric. ![]() ![]() This includes calls handled by an interactive voice response (IVR) system, as well as calls handled by live analysts. ![]() The purpose of the column is to familiarize you with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance! This month, I look at Average Speed of Answer.Īverage Speed of Answer (ASA) is the total wait time that callers are in queue, divided by the number of voice calls handled. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect relationships for the metric. Each month, I highlight one Key Performance Indicator (KPI) for service and support.
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