Average Speed of Answer (ASA)

The average speed of answer is the duration of time that calls wait to be answered and then divided by the total number of calls that came into the call center. The duration of time is typically measured in seconds. The Average Speed of Answer includes live operator calls as well as calls handled by an automated system.

Average speed of answer is also known as Average Time to Answer, Average Delay, and Average Seconds to Answer. The Average Speed of Answer is often a good representation of the service level a company provides.