Call Center Call Center Performance Metrics 1

Question 1

What does 'Average Handle Time' (AHT) measure in a call center?

Accepted Answer

The total time an agent spends on a call including hold time and after-call work

Answer

The time a caller waits before reaching an agent

Answer

The percentage of calls resolved without a transfer

Answer

The number of calls handled per agent per hour

Question 2

A call center's occupancy rate is 92%. What does this indicate?

Accepted Answer

Agents are actively handling calls or in after-call work 92% of their available time

Answer

92% of calls are resolved on the first contact

Answer

92% of callers are satisfied with their experience

Answer

Agents are idle 92% of their shift

Question 3

Which call center metric measures the percentage of callers who hang up before reaching an agent?

Accepted Answer

Abandonment Rate

Answer

Transfer Rate

Answer

Wrap-up Rate

Answer

Escalation Rate

Question 4

A call center tracks 'Cost Per Call.' How is this metric calculated?

Accepted Answer

Total operating costs divided by total number of calls handled

Answer

Total number of calls divided by total agents scheduled

Answer

Average handle time multiplied by the hourly agent wage

Answer

Total payroll costs divided by calls resolved on first contact

Question 5

What is 'Agent Utilization' in a call center context?

Accepted Answer

The percentage of total paid time an agent spends on call-related activities

Answer

The ratio of calls handled to calls offered to an agent

Answer

The number of calls an agent escalates to a supervisor

Answer

The average satisfaction score given by callers to an individual agent

Question 6

Which metric specifically measures customer loyalty by asking how likely a customer is to recommend a company to others?

Accepted Answer

Net Promoter Score (NPS)

Answer

Customer Satisfaction Score (CSAT)

Answer

Customer Effort Score (CES)

Answer

Quality Assurance Score (QAS)