• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Inbound Calls Average Speed of Answer

Inbound Calls Average Speed of Answer


What is inbound calls’ average speed of answer?

Inbound calls average speed of response, or ASA, is a concept that is commonly used in Inbound Call Centers. It usually includes the duration that callers must spend waiting in an unseen queue. It does not involve the time that callers must spend browsing through the Interactive Voice Response system (IVR).

The inbound calls average speed of response is about operating an efficient call center by determining the fastest way to getting customers’ questions addressed or issues resolved. This involves understanding the metrics that must be recorded, transcribed, and evaluated to extract actionable insights.

What is inbound calls’ average speed of answer?

Importance of inbound calls average speed of response 

The inbound call’s average speed of response is frequently used as a rough estimate of consumer satisfaction. Call center managers perform an outlier analysis and an abandonment rate analysis to better understand the impact of ASA on customer satisfaction.

Call centers have identified an appropriate range for ASA. It is best to keep the ASA low and within that range. High ASA has a negative effect not just on clients, but also on a call center.

Cut back on the average speed of response to inbound calls to enhance customer service. Call center managers must have a clear understanding of what ASA is, how to calculate it, and the effect that high ASA can have on clients, agents, and the call center as a whole to be effective.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image