Is There A Link Between Average Speed of Answer and Service Level?


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Is There A Link Between Average Speed of Answer and Service Level?

Is there a direct correlation between  Average Speed of Answer (ASA) and Service Level (e.g. 80% of Calls Answered in 20 Seconds)?

If so is there a formula that anyone knows of?

There seems to be an indirect correlation  i.e.  the better the speed of answer the better the service level, but is this a direct correlation?

Question asked by Jonty

Answer for is There A Link Between Average Speed of Answer and Service Level?

No Jonty, Its not  a direct correlation as if Average Speed of Answer (ASA) increases then Service Level (SL%) will dip down and vice-versa. So, it is a indirect correlation. For example if ASA increases from 20 to 30 seconds then our SL% will dip down from 80%(from your own example).

With thanks to Ashok kumar

Answer for is There A Link Between Average Speed of Answer and Service Level?

Average Speed of Answer(ASA) & Service level are important metrics while calculating the efficiency of a contact centre. Service Level is defined as the percentage of calls answered within a specified time. From your example, it would be “80-20”.

The first number indicates the percentage of calls while the second number represents target time threshold. On the other hand, ASA is the average wait time in the queue. So they both form an indirect relation. Higher the ASA, lower the Service Level.

When taken together, they both provide a complete picture of the incoming call handling. For an example, an ASA of 25 seconds with Service Level of “80-20” means a significant delay in call answering for the remaining 20% customers.

Some call centres like GizmoSupport offer some great services keeping key metrics of call centre efficiency into consideration.

With thanks to Tarundeep

Published On: 12th Apr 2022 - Last modified: 26th Apr 2022
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