Speed of answer definition

Speed of answer means the amount of time it takes for a call to be connected to either a live agent or an automated system that is ready to assist the customer and is measured beginning from the point when the call is first queued to be connected.
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Speed of answer. (SOA) means the on-line wait time in seconds that the member/provider waits from the moment the call is connected in the Contractor’s phone switch until the call is picked up by a Contractor representative or Interactive Voice Response System (IVR). If the Contractor has IVR capabilities, callers must be given the choice of completing their call by IVR or by Contractor representative.
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Speed of answer means the following:
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Examples of Speed of answer in a sentence

  • Average Speed of Answer Each month 85% of calls will be answered within 15 seconds during applicable hours.

  • The Average Speed of Answer will be for all calls answered during the measurement period.

  • Average Speed of Answer Each quarter, 80% of overall calls will be answered within 20 seconds during applicable hours.

  • The following standards will be met 90% of the time on a monthly basis: • Average Speed of Answer will be 20 seconds or less • Average Service Level will be >90% • Service Level will be <70% three days or less per month • Abandonment rate will be less than 5%.

  • Transfer Agent will provide Company with a report twice a day that will provide total calls which will include the following: IVR Calls, CSR Calls, Abandoned Calls, Average Speed of Answer (ASA) and any CSR call that could not be resolved at the point of contact.

  • Average Speed of Answer Each quarter 80% of calls will be answered within 30 seconds during applicable hours.

  • Agent will provide one of the Designated Representatives with a report, upon request, that will provide total calls which will include the following: IVR Calls, CSR Calls, Abandoned Calls, Average Speed of Answer (ASA) and any CSR call that could not be resolved at the point of contact.

  • Call Center Reporting Requirements (Delivered Weekly and Monthly): o Call Received o Calls Handled o Calls Abandoned o % Abandoned o Service Level o Average Speed of Answer Each of the above-referenced reports shall include only blended statistics.

  • Telephone and Internet Chat Standards: · Average Speed of Answer: [**]seconds or less.

  • The Speed of Answer is defined as the time, in seconds, for a caller to reach a live agent after the caller has navigated through an automated selection process.


More Definitions of Speed of answer

Speed of answer means the amount of time before a call is answered once that call is queued
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Speed of answer means the amount of time before a call is answered once that call is queued 621 upon completion of the introductory voicemail message(s) or Customer bypassing the 622 message(s).
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Speed of answer means – Time it takes for a call taker to speak directly to the caller All of the above information will be readily available to the Contractor from the CSMS system.
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Speed of answer means, with respect to a Help Desk call, the time between (i) the Automatic Call Distributor's receipt of the call, and (ii) the time the call is answered by a live call agent responsible for MSDW Problem resolution management.
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