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In practice, even when reaching the target Service Level, it is possible for a number of calls to spend a significant (and unacceptable) amount of time in the queue without impacting the Service Level. Average Speed of Answer (ASA) is the average waittime (in the queue) for all the calls answered, in seconds. Occupancy Rate.
Our favorite content from Colin : How to Manage Customer WaitTime: The Best Tips From Great Companies. Why This is a Great Time to Change Your Customer Habits. In July 2010, Eliason left Comcast to become the global director of social media at Citi. Dan Gingiss.
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