Support KPI Examples | Speed of Answer (SA)

Speed of Answer (SA)

Measure how quickly support staff answer incoming calls.

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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

Services

CallRail Dashboard | CallRail logo Freshdesk Dashboard | Freshdesk logo Zendesk Dashboard | Zendesk logo

Role

Analyst, Manager

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