ASA Calculation

Topic Views - 427

Resource Planning Analyst

ASA Calculation

The question is:
The target is to achieve an ASA of 45 seconds for the month.
MTD, the call centre has answered 20000 calls with an ASA of 67 seconds.
There are 20000 calls forecast for the remainder of the month. What does the ASA need to be to achieve the target?



Call Centre Helper

Easy maths
This is simple maths
You have done
20000 calls at 67 seconds average
You need
40000 calls at 45 seconds average
so remaining is
20000 calls at 23 seconds average

(23 + 67)/ 2 = 45

Want to add a comment?

Not found what you were looking for?

1. Try searching through our site.
2. Still not got an answer?

Why not ask the Call Centre Helper Community? Click here to ask your question