Average speed of answer (ASA)

Average speed of answer (ASA) is an important call center metric that measures how long it takes, on average, for a customer call to be answered by a live agent after entering the queue. ASA captures the waiting experience, which doesn’t include time spent in automated IVR menus. It then turns that number into a single value that leaders can monitor and improve.

For businesses, ASA is a window into accessibility. If customers must wait too long, they may hang up, call back repeatedly, or switch to a competitor. When ASA is low, customers get through quickly and start resolving their issue sooner, which improves satisfaction and reduces frustration.

How to calculate average speed of answer

ASA is calculated by adding up the total wait time for all answered calls during a given period and dividing by the number of those calls:

ASA = Total wait time for answered calls/Number of answered calls

For example, if 200 calls were answered and the total time those callers spent waiting was 5,000 seconds, ASA would be 25 seconds. This simple formula gives teams a clear measure of responsiveness that can be tracked daily, weekly, or monthly.

Why ASA matters for customer experience

Average speed of answer is one of the most visible indicators of service quality from the customer’s perspective. Customers who wait too long may abandon the call entirely. While this is an event that shows up as a dropped opportunity in your metrics, it can feel like a broken promise to the customer.

A consistently low ASA sends the opposite message: “We are here, we are ready, and we value your time.” It can also lower the emotional temperature of interactions. Customers who have waited a long time may start conversations irritated or rushed, which can lead to longer handle times and lower satisfaction scores.

Factors that influence ASA

Several variables can affect average speed of answer:

• Call volume: A sudden spike in calls will increase ASA if staffing levels stay the same.
• Agent availability: The number of agents logged in and ready to take calls directly impacts wait time.
• Routing efficiency: Intelligent call routing and interactive voice response (IVR) systems can help distribute calls more evenly and reduce bottlenecks.
• Scheduling accuracy: Matching staffing levels to expected demand keeps ASA from rising during peak periods.

Improving ASA often means balancing these factors, and adding agents isn’t always the most cost-effective option.

Average speed of answer and AI

AI plays an increasingly important role in improving ASA. Virtual agents can greet customers immediately, collect information, and even resolve simple issues without human involvement. When escalation is necessary, AI can pass the context along so the live agent starts with full visibility, reducing average handling time (AHT) and keeping queues moving.

Average speed of answer is a number, but it’s also a direct reflection of how accessible your business feels to customers. Organizations that monitor ASA, understand the factors that drive it, and use tools like AI to optimize performance can deliver faster, smoother service and keep customer satisfaction high.