Delore,a company that manufactures home appliances,has set a target of increasing its customer satisfaction levels by 15 percent.To achieve this,they aim to increase the efficiency levels of their call center executives.They know that,on average,customers who contact the call center for assistance,have to hold the line for over 60 seconds before being connected to a representative.The company strives to bring this down to 20 seconds to show their customers that they value their time.Which of the following call center metrics is the company using?
A)ASA
B)FCR
C)CPM
D)SLA

Question

Quizplus · Accepted Answer

Average speed to answer (ASA)is a call center metric which refers to the average time,usually in seconds,that it takes for a call to be answered by an actual person.

Delore,a Company That Manufactures Home Appliances,has Set a Target of Increasing