Call Center Solutions Quality Assurance and Metrics 2

Question 1

What is 'customer effort score' (CES)?

Accepted Answer

A metric measuring how easy it was for customers to get their issue resolved

Answer

CES surveys ask customers how much effort they had to put in to resolve their issue, with lower effort scores correlating to higher loyalty and lower churn.

Question 2

What is meant by 'agent attrition' in call center management?

Accepted Answer

The rate at which agents leave the call center (voluntarily or involuntarily)

Answer

Agent attrition (turnover rate) measures how frequently employees leave the call center, which impacts service quality, training costs, and institutional knowledge.

Question 3

What is 'Repeat Contact Rate' and why is it important?

Accepted Answer

The percentage of customers who contact the center again about the same issue within a defined period

Answer

Repeat Contact Rate measures customers who call back about the same unresolved issue, indicating FCR failures and high-friction experiences.

Question 4

Which metric is calculated as (Calls Handled / Calls Offered) × 100?

Accepted Answer

Call Resolution Rate

Answer

Call Resolution Rate (or handle rate) is the proportion of offered calls that were actually handled by agents, indicating the center's capacity to manage its incoming volume.

Question 5

What is a 'balanced scorecard' approach in call center performance management?

Accepted Answer

Evaluating performance across multiple dimensions including efficiency, quality, customer satisfaction, and financial metrics

Answer

A balanced scorecard framework ensures call centers measure performance holistically — not just efficiency (AHT, volume) but also quality (CSAT, FCR), employee engagement, and business outcomes.

Call Center Solutions Practice Test

Call Center Solutions Practice Test

Call Center Solutions Quality Assurance and Metrics 2