2022 Accountability First call resolution industry standards 
Balto
NOVEMBER 8, 2022
The Average Response Time (ASA) corresponds to the average duration between receiving an incoming call and an agent responding to it. This isn’t to be confused with the average time in queue, which doesn’t take into account the time it takes for the call to go through the call center’s self-service IVR (Interactive Voice Response) system.
NobelBiz
NOVEMBER 26, 2021
The number of dropped calls, due to a shortage of agents available. Your agents’ average time in comparison to industry standards. You will be able to account for company changes more simply and swiftly after collaboration is strongly established through regular check-ins. This unwritten rule is subject to change.
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