Speed of Answer (SA) Metric
Measure how quickly support staff answer incoming calls.
Track all your Support KPIs in one place
Sign up for free and start making decisions for your business with confidence.
Sign up with Google
or
Sign up with your emailFree for 14 days ● No credit card required
Overview
Ideally, customers who call in for support should be answered as soon as possible. Depending on the size of your support team and how busy they are on any given day, their ability to answer calls as they come in will vary. The Speed of Answer metric gives your team the ability to monitor the average time it takes for support staff to answer a customer call.
Formula
(Time to answer call A + Time to answer call B + Time to answer call C +...+ Time to answer call N)/Total number of calls
Reporting frequency
Weekly
Example of KPI target
25 seconds to answer
Audience
Support Manager, Support Team
Variations
Average speed to answer (ASA)
Time of answer
Average time to answer
Related Metrics & KPIs
