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.
Speed of answer means the following:
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.

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
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).
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.
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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