Average Speed to Answer (ASA) vs First Response Time (FRT)

Average Speed to Answer (ASA) and First Response Time (FRT) measure different aspects of customer support responsiveness across various communication channels. ASA primarily measures how quickly phone calls are answered by support agents after entering the queue, focusing specifically on the waiting period between when a call is routed to the appropriate department and when an agent picks up. FRT, on the other hand, tracks how long customers wait to receive their first meaningful response after submitting a support request through any channel (email, chat, social media, or phone), measuring the entire time from submission to first agent acknowledgement.

A telecommunications company should focus on ASA when optimizing their call centre operations or staffing levels, as it directly impacts telephone wait times and abandonment rates. For instance, if the company notices their ASA increasing during specific hours, they might adjust agent schedules to ensure adequate coverage during peak call periods. Conversely, the company would prioritize FRT when evaluating their omnichannel support strategy or setting customer expectations across different communication methods. If the same company finds that their FRT for social media inquiries is significantly longer than for phone calls, they might need to reallocate resources or implement automated acknowledgements for social channels. While ASA helps manage real-time voice support efficiency, FRT provides a more comprehensive view of overall support responsiveness across all customer touchpoints.