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 is a Service Level Agreement (SLA) in a hosted call center context?
Answer: A formal contract defining performance standards (uptime, response times) between the vendor and customer
An SLA is a contractual commitment between a CCaaS vendor and customer that defines measurable performance standards and remedies for failures.
What does 'Average Handle Time' (AHT) measure in a call center?
Answer: The average total time an agent spends on a contact, including talk time and after-call work
AHT = Average Talk Time + Average Hold Time + Average After-Call Work Time, representing the total agent time consumed per contact.
What is 'First Call Resolution' (FCR)?
Answer: The percentage of customer issues fully resolved on the first contact without a callback or follow-up needed
FCR measures how often customers' issues are completely resolved during their first interaction, without needing to call back.
What is 'abandonment rate' in a call center queue?
Answer: The percentage of callers who hang up before reaching an agent
Abandonment rate is the percentage of inbound callers who disconnect from the queue before being connected to an agent.
What does 'CSAT' stand for and what does it measure?
Answer: Customer Satisfaction score — a metric measuring how satisfied customers are with their service experience
CSAT (Customer Satisfaction) measures customers' satisfaction with a specific interaction, typically collected via post-call surveys.
What is 'Net Promoter Score' (NPS) and how is it relevant to call centers?
Answer: A customer loyalty metric measuring how likely customers are to recommend the company, influenced by call center experiences
NPS measures customer loyalty by asking 'How likely are you to recommend us?' on a 0-10 scale, with call center quality directly impacting scores.