In workforce management, what is meant by "average speed of answer"?

• A. The average time taken for an agent to handle a call
• B. The average time before a caller is answered by an agent
• C. The maximum time an average caller will wait
• D. The total time agents spend on all calls

Answer: (B)

The term "average speed of answer" refers specifically to the average time that elapses before a caller is connected to an agent. This metric is crucial in workforce management as it reflects the efficiency of the contact center in responding to incoming calls. A shorter average speed of answer indicates that callers are being attended to quickly, which can enhance customer satisfaction and improve service levels.

Understanding this metric helps organizations adjust their staffing levels and optimize their operations to ensure a timely response to customer inquiries. By monitoring the average speed of answer, managers can identify trends and take necessary actions to improve performance and operational efficiency.