![]() Research has also shown that customers will tolerate different waiting times for different kinds of service. In reality, there is so much variety between different centres that there are few widely applicable rules. ![]() 28 seconds is the global average for ASA, and the 80/20 rule – 80% of calls answered within 20 seconds – is often cited. It is often used with the metric of Average Wait Time (AWT), the period of time before being connected to an advisor.ĪSA is often a key part of a contact centre’s Service Level Agreement (SLA), represented as a guarantee to answer a certain volume of total calls within an agreed amount of time. Average Speed of Answer (ASA) is a metric calculating the amount of time it takes to answer a typical call once it has been routed to the contact centre.
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