Call Center FREE Call Center Call Center Performance Metrics Questions and Answers 2 — Questions and Answers
Question 1: What does the metric 'Average Speed of Answer' (ASA) measure in a call center?
- The average time a caller waits in queue before being connected to an agent (Correct answer)
- The average duration of a completed call
- The average time an agent spends in after-call work
- The average number of calls answered per hour
Correct answer: The average time a caller waits in queue before being connected to an agent
ASA measures the average time callers spend waiting in the queue before an agent picks up.
Question 2: A call center has a shrinkage rate of 30%. If 100 agents are scheduled, how many are expected to be available to handle calls?
- 70 (Correct answer)
- 80
- 30
- 90
Correct answer: 70
Shrinkage of 30% means 30 of 100 agents are unavailable, leaving 70 agents actively handling calls.
Question 3: Which metric is calculated by dividing the number of calls resolved on the first contact by the total number of calls received?
- First Call Resolution rate (Correct answer)
- Customer Satisfaction Score
- Net Promoter Score
- Service Level percentage
Correct answer: First Call Resolution rate
First Call Resolution (FCR) rate is the ratio of issues resolved during the initial contact to total calls received.
Question 4: What is the industry-standard service level target often referred to as the '80/20 rule' in call centers?
- 80% of calls answered within 20 seconds (Correct answer)
- 80% of calls resolved on first contact
- 20% abandonment rate with 80% satisfaction
- 80 calls per agent per 20-hour shift
Correct answer: 80% of calls answered within 20 seconds
The 80/20 rule means the goal is to answer 80% of incoming calls within 20 seconds of entering the queue.
Question 5: An agent handles 45 calls during an 8-hour shift with 1 hour of break time. What is the agent's calls per productive hour?
- 6.4 calls per hour (Correct answer)
- 5.6 calls per hour
- 7.5 calls per hour
- 45 calls per hour
Correct answer: 6.4 calls per hour
With 7 productive hours (8 minus 1 hour break), 45 calls divided by 7 hours equals approximately 6.4 calls per hour.
Question 6: What does a high 'Schedule Adherence' percentage indicate about an agent?
- The agent is consistently working during their scheduled times (Correct answer)
- The agent resolves most calls on the first attempt
- The agent has a low average handle time
- The agent receives high customer satisfaction ratings
Correct answer: The agent is consistently working during their scheduled times
Schedule adherence measures how closely an agent follows their assigned work schedule, including login times and breaks.
Call Center FREE Call Center Call Center Performance Metrics Questions and Answers 2
What does the metric 'Average Speed of Answer' (ASA) measure in a call center?