Call Center Hosting SLA, Performance Metrics & Workforce Management

Question 1

What is a Service Level Agreement (SLA) in a hosted call center context?

Accepted Answer

A formal contract defining performance standards (uptime, response times) between the vendor and customer

Answer

A script agents follow for customer service interactions

Answer

A training program for new call center agents

Answer

A government regulation for call center operations

Question 2

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

Accepted Answer

The average total time an agent spends on a contact, including talk time and after-call work

Answer

The average time a call waits in queue before being answered

Answer

The average time to resolve a customer issue across all interactions

Answer

The average number of calls handled per agent per hour

Question 3

What is 'First Call Resolution' (FCR)?

Accepted Answer

The percentage of customer issues fully resolved on the first contact without a callback or follow-up needed

Answer

The speed at which the first call of the day is answered

Answer

The number of calls resolved by IVR self-service

Answer

The resolution rate for the first hour of each shift

Question 4

What is 'abandonment rate' in a call center queue?

Accepted Answer

The percentage of callers who hang up before reaching an agent

Answer

The percentage of agents who resign within the first year

Answer

The rate at which calls are transferred to voicemail

Answer

The percentage of calls dropped due to technical issues

Question 5

What does 'CSAT' stand for and what does it measure?

Accepted Answer

Customer Satisfaction score — a metric measuring how satisfied customers are with their service experience

Answer

Call Statistics and Analytics Tool — a reporting platform

Answer

Contact Support Action Time — average time to resolve issues

Answer

Certified Support Agent Test — an industry certification

Question 6

What is 'Net Promoter Score' (NPS) and how is it relevant to call centers?

Accepted Answer

A customer loyalty metric measuring how likely customers are to recommend the company, influenced by call center experiences

Answer

A score given to agents based on call quality monitoring

Answer

The net number of new customers gained through outbound campaigns

Answer

A vendor rating system for CCaaS platform quality