Manage

Calculate average speed of answer (ASA) with workforce management

Call center expert Lori Bocklund offers tips on using workforce management tools to calculate average speed of answer (ASA) and other call center metrics.

Published: 26 Jun 2007

Is there a formula you can use to compute or forecast a program's average speed of answer (ASA)?

Step 2 of 2:

You forgot to provide an Email Address.

This email address doesn’t appear to be valid.

This email address is already registered. Please login.

You have exceeded the maximum character limit.

Please provide a Corporate E-mail Address.
- I agree to TechTarget’s Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.
Please check the box if you want to proceed.
- I agree to my information being processed by TechTarget and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.
Please check the box if you want to proceed.

There are several workforce management (WFM) programs and systems available in the marketplace for almost every size of call center and business. Depending upon your need, these systems offer a variety of options for forecasting and scheduling as well as service modeling.

If your needs are simpler and you would just like to know an anticipated average speed of answer (ASA) or service level, there are several free online calculators from companies such as Preferred Solutions and KoolToolz. Enter the appropriate call volume, handle times, etc. and the calculator will provide the anticipated ASA (and service level). More often, these tools are used to calculate the number of people needed for a given volume, handle time and target performance.

Dig Deeper on CRM strategy and implementation

Tips for benchmarking call center metrics Get our top tips for benchmarking call center metrics in this expert answer.

How to account for temporary call center shrinkage Expert Lori Bocklund explains how to calculate call center shrinkage when dealing with employees’ temporary absences.

The top CRM advice from experts in 2009 Get the top CRM advice from our CRM and call center experts in 2009. Find out about CRM market trends and get advice on the changing CRM and call center industry.

Understanding call center occupancy vs. call center adherence Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center.

How to increase call center staffing with Erlang C calculator Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C.

call center shrinkage Call center shrinkage is a measure of how much time is lost in the call center because agents are unavailable to receive calls.

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

Meet all of our Customer Experience experts

View all Customer Experience questions and answers

SearchContentManagement

Please create a username to comment.

Acquia cloud CMS on AWS, Vista cash flow raise user expectations

Adobe Sign introduces updates targeting mobile device users

Acquia, Drupal founder Dries Buytaert on open source, Vista, CDPs

Amazon Chime gets integration with Dolby Voice Room

Slack services partners to help vendor target enterprises

How IT can help prevent UC tool communication overload

How AI could save the enterprise data catalog

With Vitess 4.0, database vendor matures cloud-native platform

Managing unstructured data is crucial to enterprises' AI goals

Medline streamlines workflow by automating accounts payable

Anaheim PD explores facial recognition for law enforcement

Using small data sets for machine learning models sees growth

CRM vs. ERP: Understand differences and CRM choices

With Scout, Workday acquisition strategy takes shape

10 ERP software choices for process manufacturing

Dig Deeper on CRM strategy and implementation

Have a question for an expert?

Start the conversation

0 comments

Register

Login

Forgot your password?

Your password has been sent to:

Please create a username to comment.