Articles - Average Speed of Answer (ASA)
Average Speed of Answer (ASA) is a key measure of how quickly customers reach your team, and a vital indicator of service quality. This page brings together guides, data insights, and practical advice to help you analyse and improve ASA in your contact centre. Learn how staffing levels, forecasting accuracy, and call routing all influence this metric, and discover proven ways to reduce wait times without adding pressure on advisors. The resources here will help you build a faster, fairer, and more customer-friendly operation.
