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

An SLA is a contractual commitment between a CCaaS vendor and customer that defines measurable performance standards and remedies for failures.

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

AHT = Average Talk Time + Average Hold Time + Average After-Call Work Time, representing the total agent time consumed per contact.

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

FCR measures how often customers' issues are completely resolved during their first interaction, without needing to call back.

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

Abandonment rate is the percentage of inbound callers who disconnect from the queue before being connected to an agent.

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

CSAT (Customer Satisfaction) measures customers' satisfaction with a specific interaction, typically collected via post-call surveys.

Call Center Hosting Practice Test