Call Center Call Center Key Performance Indicators (KPIs) Questions and Answers 3

Question 1

Which KPI specifically measures how well a call center retains its workforce over time?

Accepted Answer

Agent Attrition Rate

Answer

Schedule Adherence

Answer

Average Handle Time

Answer

Customer Effort Score

Question 2

What does Schedule Adherence measure in a call center environment?

Accepted Answer

The degree to which agents follow their assigned work schedules

Answer

The number of schedule changes requested by agents per month

Answer

The accuracy of workforce management forecasting models

Answer

The percentage of shifts that are fully staffed

Question 3

A call center has an AHT of 6 minutes, receives 500 calls per hour, and has 60 agents available. What is the approximate agent utilization for that hour?

Accepted Answer

83%

Answer

50%

Answer

100%

Answer

67%

Question 4

Customer Effort Score (CES) is best described as a measure of what?

Accepted Answer

How easy it was for a customer to get their issue resolved

Answer

How likely a customer is to recommend the company to others

Answer

How satisfied a customer is with the agent's friendliness

Answer

How quickly the customer's call was answered

Question 5

Which KPI would be most useful for evaluating the effectiveness of an IVR self-service system?

Accepted Answer

IVR Containment Rate

Answer

First Call Resolution

Answer

Average Hold Time

Answer

Agent Occupancy Rate

Question 6

Transfer Rate as a KPI is important because a high value may suggest what?

Accepted Answer

Agents lack the training or authority to resolve issues on their own

Answer

The call center is overstaffed during peak hours

Answer

Customer satisfaction scores are consistently high

Answer

Average Handle Time is below the industry benchmark