What does Average Speed to Answer (ASA) refer to in a call center?

Average Speed to Answer (ASA) is a key performance metric used in call centers that measures the average amount of time that callers spend waiting in the queue before their calls are answered by a representative. This metric is crucial as it directly reflects the efficiency of the call center in handling incoming inquiries. A shorter ASA typically indicates a more efficient operation, where callers do not have to wait long periods, thus enhancing customer satisfaction.

In contrast to other options, the total duration of the call relates to call length after it has been answered, rather than the waiting period. The time that staff spend on breaks does not factor into the calculation of ASA, as it pertains to staff availability rather than caller experience. The frequency of incoming calls provides information about the call volume but does not inform how quickly callers are being answered. Therefore, option B accurately captures the essence of Average Speed to Answer by focusing on the wait time experienced by callers before they are connected to a representative.