Home
Topics
Call center management and customer service
Call center manager
Calculating average speed of answer using industry standards

Calculating average speed of answer using industry standards

What do most call centers use as a standard for average speed of answer (ASA)? 20 seconds? 10?

Requires Free Membership to View

Login

By submitting you agree to receive email communications from
TechTarget and its partners. Privacy Policy Terms of Use.

There are no call center standards for average speed of answer (ASA), or for other performance targets. You need to set targets based on many factors about your business – goals, the products/services you offer and support, the call center role, budgets, staffing levels, caller tolerance for delays, competition, alternative channels, etc. Keep in mind that a ring cycle is about six seconds, so 10 or 20 seconds is pretty fast. And also keep in mind that you may want to look at service level rather than ASA as a better indicator of caller experience.

More News and Tutorials

Articles

Related glossary terms

Terms for Whatis.com - the technology online dictionary

This was first published in November 2006

Join the conversationComment

Share

Comments

Results

Contribute to the conversation

All fields are required. Comments will appear at the bottom of the article.

Back to top

More from Related TechTarget Sites

Business Analytics
Data Management
SAP
Oracle
Data Management UK
Content Management

Business Analytics
- Marketing and advertising remain sweet spots for big data technology
  
  Marketing and advertising are the sweet spots for big data, but those who serve up marketing insights and ad space will need to evolve to survive.
- Strategies for de-cluttering business intelligence dashboard designs
  
  Expert Brian Jordan shows business intelligence managers how to avoid developing dashboards that overwhelm business users with too much information.
- Making mobile BI applications a reality: Key steps to take
  
  In a podcast, BI expert William McKnight discusses best practices and action items for managing deployments of mobile business intelligence tools.
Data Management
- New BI stack tackles data load at Boston Children's Hospital
  
  Boston Children's Hospital upgraded its business intelligence architecture to boost enterprise reporting, a move that also required retraining users.
- Expanded Hadoop use cases will drive need for new enterprise features
  
  With user interest rising, Hadoop vendors are trying to pave a path to higher adoption with add-ons that target issues holding the technology back.
- Jim Goodnight on SAS in-memory analytics and the data scientist
  
  A podcast Q&A with SAS execs Jim Goodnight and Jim Davis looks at big data enablers, including in-memory analytics, and the role of data scientists.
SAP
- Ariba Network announces QuickBooks integration
  
  At its annual conference, Ariba announced a new tool by partner Dell Boomi that lets small businesses integrate their QuickBooks accounting with the Ariba Network.
- Software license audits come in different forms, expert says
  
  Your next software license audit may be an inventory optimization exercise in disguise. Either way, the trick is to be prepared, writes one analyst.
- Sentiment analysis just part of the SAP social media vision
  
  Social media in the enterprise is in constant flux. One of SAP's top social media chiefs lays it out, from sentiment analysis to social collaboration.
Oracle
- Domain-specific Oracle master data management
  
  Oracle master data management products are starting to merge various data management hubs, which is a help in particular vertical industries.
- Privileged user management a must for DBAs
  
  Trust, but verify. Ronald Reagan made it popular, and it's certainly relevant for DBAs in today's consolidated, virtualized IT world.
- John Webb: Why the new PeopleSoft applications are big news
  
  Lena Weiner-Bishop catches up with Oracle's vice president of PeopleSoft strategy, who explains the excitement around new PeopleSoft applications.
DataManagement UK
- Big data roundtable webcast: gaining value from big data
  
  Roundtable discussion on business value of big data, chaired by Brian McKenna, Editor, SearchDataManagementUK, and featuring Mike Ferguson, Roxane Edjlali (Gartner), Joshua LeCure (GlaxoSmithKline).
- 2012 training courses: BI, data management, data warehousing
  
  Find out where to hone your business intelligence, data management and data warehouse skills with this list of training courses for 2012.
- Poor data quality: what is dirty data costing UK organisations?
  
  Poor data quality can have serious financial consequences for businesses. Read about the current state of data quality management at UK companies, including dirty data problems.
Content Management
- Get 'em ready: Tips for planning a SharePoint 2013 training program
  
  SharePoint is a complex application. But training business users for an upgrade to SharePoint 2013 doesn't have to be a daunting task for IT teams.
- The organization of the future: Not just hybrid IT, but hybrid people
  
  The adoption of hybrid IT approaches creates a need for executives who can both formulate business objectives and assess IT requirements.
- SharePoint technology feels growing pains as 2013 release arrives
  
  SharePoint 2013 adds new features to the collaboration software. But it comes at a time when SharePoint's value is being questioned in some quarters.

All Rights Reserved,Copyright 2000 - 2013, TechTarget