SLA, Performance Metrics & Workforce Management Flashcards
6 cards from real Call Center Hosting practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 SLA, Performance Metrics & Workforce Management flashcards as text
What does 'RTO' stand for in a call center disaster recovery SLA?
Answer: Recovery Time Objective — the maximum acceptable downtime before systems must be restored
RTO defines the maximum tolerable time a call center system can be down before it must be restored after a disaster or outage.
What is 'RPO' in the context of call center backup and recovery planning?
Answer: Recovery Point Objective — the maximum acceptable amount of data loss measured in time
RPO defines how much data loss is acceptable by specifying the maximum age of data that must be recovered after a failure.
What is 'workforce management' (WFM) software used for in a call center?
Answer: Forecasting call volume, scheduling agents, and optimizing staffing levels to meet service goals
WFM software forecasts demand, creates agent schedules, and tracks real-time adherence to ensure the right number of agents are available at the right times.
What is 'schedule adherence' in call center workforce management?
Answer: The percentage of time agents are doing what their schedule requires at any given moment
Schedule adherence measures how closely agents follow their planned schedule, including being on the phone, in break, or doing ACW as scheduled.
What is 'average speed of answer' (ASA) in call center metrics?
Answer: The average time callers wait in queue before an agent answers
ASA measures the average time callers spend waiting in queue from when they enter until an agent answers, a key indicator of queue performance.
What is 'call center shrinkage' in workforce management?
Answer: The percentage of agent time unavailable for handling contacts due to breaks, training, meetings, and absences
Shrinkage accounts for all the time agents are paid but not available to handle calls—breaks, training, meetings, sick days—and must be factored into staffing calculations.