CONTACT CENTER

The ASA Playbook

5 Proven Steps to Reduce Call Wait Times in Payer Contact Centers Today

When it comes to your contact center – every second counts. Long wait times can frustrate members and providers, increase call abandonment, and threaten service level agreements (SLAs). The good news is that improving your Average Speed of Answer (ASA) is just a few steps away.

In this step-by-step playbook, we’ll walk through five actionable steps your payer contact center can take today to bring down wait times and keep operations running smoothly.

Step 1: Forecast Accurately with Data-Driven Workforce Management

Accurate forecasting ensures you have the right number of agents available to handle expected call volumes. Using historical call data and predictive analytics, you can anticipate high-traffic periods and schedule agents accordingly to prevent backlogs. You should implement real-time monitoring tools to adjust staffing throughout the day as call volumes shift. Align staffing levels with peak hours and adjust schedules proactively to reduce strain during surges.

Step 2: Implement AI-Powered Call Routing

Not all calls are equal, so they shouldn’t be treated that way. AI-powered and skill-based routing ensures callers are connected with the most qualified agents for their specific inquiries. This reduces the time agents spend transferring calls or troubleshooting out of their scope. Try introducing call-routing systems that prioritize complex cases for experienced agents and direct simple inquiries to automated self-service options or junior staff.

Step 3: Offer Self-Service Options to Reduce Call Volume

Many inquires (such as claims status or eligibility inquiries) can be answered without speaking to an agent. Self-service portals, automated callbacks, and intelligent virtual assistant (IVA) systems help reduce the overall call volume, allowing agents to focus on more complex inquiries. Be sure to regularly update your IVA and self-service options based on common call trends, ensuring callers can resolve frequent questions without needing to wait in line for an agent.

Step 4: Train Agents for Speed and Efficiency

Even with the best technology, the effectiveness of your contact center depends on your agents. Continuous training helps agents resolve calls faster and more accurately, improving first-call resolution rates and lowering ASA over time. Additionally, cross-training ensures agents can handle a variety of inquiries, reducing the need for call transfers. You need to implement performance coaching focused on efficiency without compromising service quality. Use real-time feedback and call analytics to identify areas where agents can improve

Step 5: Monitor ASA and Make Real-Time Adjustments

Tracking ASA in real time allows you to catch issues before they escalate. Live dashboards and alerts can notify supervisors when ASA exceeds benchmarks, enabling them to quickly adjust staffing, reroute calls, or activate overflow plans. You can use automated reports to identify bottlenecks or recurring problems and develop corrective action plans. Make sure to regularly review KPIs and SLA performance to ensure your improvements are sustainable.

Bonus Step: Outsource with Confidence

Reducing ASA is no small task, but you don’t have to tackle it alone. At Clarity Performance Solutions, we specialize in helping payer organizations optimize their contact center operations. With expert strategies, AI-powered technology, and proven staffing models, we partner with you to reduce answer times and exceed SLA standards. Whether you need full-service outsourcing or targeted solutions, Clarity has the expertise to deliver measurable improvements.