Ask the Expert

Is calculating average speed of answer the same as average speed of delay?

What is the average speed of delay and how can it be measured?

    Requires Free Membership to View

Average speed of delay is not standard terminology for call center metrics. You are probably looking for average speed of answer (ASA). ASA is commonly measured by the ACD software of the phone system and can be measured for any group, call type or routing path. If you're going to look at ASA, look at service level as well; that's our preferred metric to show the customer experience with delay, and is expressed as X% of calls answered in Y seconds (e.g., 80% in 35 seconds). It is generally a better measure of customer experience and a good metric for planning using Erlang models.

This was first published in January 2008

There are Comments. Add yours.

 
TIP: Want to include a code block in your comment? Use <pre> or <code> tags around the desired text. Ex: <code>insert code</code>

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy
Sort by: OldestNewest

Forgot Password?

No problem! Submit your e-mail address below. We'll send you an email containing your password.

Your password has been sent to: