CallCentreVoice Topic ASA

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Sreeraj B on 5/4/2011 19:10:50.
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Sreeraj B
WFM - Scheduler
Ageis

6 posts
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ASA  [5/4/2011 19:10:50]

I would like to know more about ASA and its relation with SL. Please help on this topic.

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Pamposh Raina
Sr.Manager -Workforce management
American Express

71 posts
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ASA - Service time  [7/4/2011 18:00:58]

ASA - Average Speed of Answer is a unit of time. It is used to derive service level efficiency for the inbound calls.

for e.g a business has set a target of 70/30 that would mean 70% of calls should be answered within 30 secs. These 30 seconds are counted moment the call is dialed, passes through the IVR or a VDN and is queued up to be picked.

Even if you answer the call at 29th second, the SL for that particular call would be 100%, however at 31st seconds the SL for the call will be 0%.

There are lot of processes/business that use ASA as their service effeciency criteria rather than SL.

illustration

Call1 ASA - 29
Call2 ASA - 31
Call3 ASA - 21
Call4 ASA - 35
Call5 ASA - 10

For the business with these 5 calls, the consolidated SL would be 60%

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Sreeraj B
WFM - Scheduler
Ageis

6 posts
0 friends welcomed

ASA  [7/4/2011 18:45:09]

Thank you Pamposh!

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