Call Center Operations Flashcards
6 cards from real Call Center Solutions practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Center Operations flashcards as text
What is 'First Call Resolution' (FCR)?
Answer: Solving a customer's issue without requiring a follow-up contact
FCR measures the percentage of customer issues resolved during the initial interaction, without the customer needing to call back.
What is the typical industry benchmark for service level in US call centers?
Answer: 80% of calls answered within 20 seconds
The widely accepted US call center industry standard is the '80/20 rule' — 80% of calls answered within 20 seconds.
What does 'after-call work' (ACW) refer to?
Answer: Tasks an agent completes immediately after ending a customer call
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.
Which type of call center queue gives priority to callers based on customer value or urgency?
Answer: Priority queuing
Priority queuing assigns a higher queue position to certain callers (e.g., VIP customers, urgent issues) so they are answered before other waiting callers.
What is 'shrinkage' in call center workforce management?
Answer: Time when agents are unavailable for calls due to breaks, meetings, or absences
Shrinkage accounts for all the time agents are paid but not available to handle calls, including scheduled breaks, training, meetings, and unplanned absences.
What is the purpose of a call center 'escalation path'?
Answer: To define steps for transferring difficult issues to higher-level agents or supervisors
An escalation path documents the process and criteria for moving a customer issue from a front-line agent to a specialist, team lead, or manager.