Where can I listen to this podcast?

This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.

Does this podcast accept guests?

Yes, this podcast regularly features guests.

ASA - Average Speed of Answer

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by Barry

7 episodes

Updated Daily

Accepts GuestsHas SponsorsLocation 🇬🇧

Podcast Overview

ASA – Average Speed of Answer is the frontline voice of the contact centre industry. Through honest, real conversations with advisors, sales professionals, team leaders, and industry figures, the podcast explores: • The realities of working in a contact centre • Performance, pressure, and resilience • Career growth and progression • The skills that truly matter This isn’t another boardroom conversation about metrics, It’s a platform for the people measured by them. If you work in a contact centre and want to grow, lead, and challenge the narrative — this podcast is for you.

Language

🇺🇲

Publishing Since

4/22/2026

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Recent Episodes

May 27, 2026

Something that bit me then

John Pearson never planned a career in contact centres.What started as a temporary role back in 1996 became something much bigger — a career built around communication, leadership, culture and helping people.In this episode of Average Speed of Answer, Barry and John explore how contact centres have changed over the years, from scripted calls and physical call guides to hybrid working, AI and people-first leadership.John shares honest reflections on building culture, managing pressure, empowering teams and why communication remains the most important skill in any contact centre.More than anything, this is a conversation about people — the friendships, the development and the unexpected careers that can begin with a headset and a temporary job.🎧 Average Speed of Answer — the podcast for the people behind the headsets.

May 21, 2026

Lets Speed Date to Communicate

Scott Williams has spent over 15 years in customer service and contact centres, but this conversation goes far beyond headsets and handling calls.In this episode of Average Speed of Answer, Barry and Scott explore the reality of contact centre life — from first-day nerves and learning to communicate without face-to-face interaction, to building lifelong friendships, finding genuine work-life balance, and discovering opportunities far beyond the phones.Scott shares why communication and listening remain the most important skills in customer service, how contact centres supported his family life, and why getting involved and staying open-minded can lead to unexpected growth and development.

May 13, 2026

Don’t Be Afraid, Give a Bit of Love and Be Proud

In this episode of Average Speed of Answer, I'm joined by Rami Lenzbergaite for an honest conversation about growth, resilience, leadership, and the reality of working in customer service.Rami shares her journey from joining a contact centre part-time while at university, to becoming a team leader, moving into compliance, and transitioning into a completely new industry. Along the way, she reflects on handling difficult customers, managing pressure, learning to lead former teammates, and why communication and empathy matter so much in leadership.The episode also explores vulnerability, AI in customer service, coaching, emotional intelligence, and why contact centres deserve far more recognition for the skills they build and the people they develop.A thoughtful conversation packed with real experience, practical advice, and a reminder to not be afraid of taking on new challenges, give people a bit of love, and be proud of the journey you’re on.

7 total episodes available

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Frequently asked questions

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What is ASA - Average Speed of Answer?: ASA – Average Speed of Answer is the frontline voice of the contact centre industry.

Through honest, real conversations with advisors, sales professionals, team leaders, and industry figures, the podcast explores: • The realities of working in a contact centre • Performance, pressure, and resilience • Career growth and progression • The skills that truly matter

This isn’t another boardroom conversation about metrics, It’s a platform for the people measured by them.

If you work in a contact centre and want to grow, lead, and challenge the narrative — this podcast is for you.
How often does this podcast release new episodes?: This podcast updates daily.
Where can I listen to this podcast?: This podcast is available on 4 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
Does this podcast accept guests?: Yes, this podcast regularly features guests.

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