Call Center Solutions Call Center Operations 2

Question 1

What is 'First Call Resolution' (FCR)?

Accepted Answer

Solving a customer's issue without requiring a follow-up contact

Answer

FCR measures the percentage of customer issues resolved during the initial interaction, without the customer needing to call back.

Question 2

What is the typical industry benchmark for service level in US call centers?

Accepted Answer

80% of calls answered within 20 seconds

Answer

The widely accepted US call center industry standard is the '80/20 rule' — 80% of calls answered within 20 seconds.

Question 3

What does 'after-call work' (ACW) refer to?

Accepted Answer

Tasks an agent completes immediately after ending a customer call

Answer

ACW (also called wrap-up time) is the time an agent spends updating records, logging notes, or completing tasks directly after a call ends before taking the next call.

Question 4

Which type of call center queue gives priority to callers based on customer value or urgency?

Accepted Answer

Priority queuing

Answer

Priority queuing assigns a higher queue position to certain callers (e.g., VIP customers, urgent issues) so they are answered before other waiting callers.

Question 5

What is 'shrinkage' in call center workforce management?

Accepted Answer

Time when agents are unavailable for calls due to breaks, meetings, or absences

Answer

Shrinkage accounts for all the time agents are paid but not available to handle calls, including scheduled breaks, training, meetings, and unplanned absences.

Call Center Solutions Practice Test

Call Center Solutions Practice Test

Call Center Solutions Call Center Operations 2