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Industry standards for average speed of answer (ASA) and abandon rate

I am looking for industry standards for average speed of answer (ASA) and abandon rate for the call center. The goal is to compare and fine tune the performance of the help desk and align it with industry standards.

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Keep in mind, there are no industry standards in the sense of established targets for a given vertical. The right average speed of answer (ASA) and abandon rate for your company depends on many factors. Having said that, there are resources to benchmark your call center against others. Three sources I suggest you look into:
  • Prosci's call center benchmarking study
  • Purdue's Benchmark Portal
  • If you are a Gartner user, you can check into benchmarking information on the Gartner Web site.
  • This was first published in August 2004

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