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 does AHT stand for in call center operations?
Answer: Average Handling Time
AHT (Average Handling Time) measures the total time an agent spends on a customer interaction, including talk time, hold time, and after-call work.
What is the primary purpose of an Interactive Voice Response (IVR) system?
Answer: To route callers to the appropriate department without a live agent
An IVR system uses pre-recorded menus and keypad/voice inputs to direct callers to the correct queue or information without requiring a live agent.
Which metric measures the percentage of calls answered within a defined time threshold?
Answer: Service Level
Service Level is typically expressed as X% of calls answered within Y seconds (e.g., 80% within 20 seconds) and is a primary call center performance target.
What is 'call blending' in a call center environment?
Answer: Having agents handle both inbound and outbound calls
Call blending allows agents to dynamically switch between inbound and outbound calls based on volume, maximizing agent utilization.
What does 'occupancy rate' measure in a call center?
Answer: Time agents spend on calls vs. total logged-in time
Occupancy rate is the percentage of time agents spend handling customer interactions (calls, wrap-up) compared to their total available logged-in time.
Which scheduling methodology is most commonly used for call center workforce planning?
Answer: Erlang C formula
The Erlang C formula calculates the number of agents needed to meet a service level target based on call volume, handle time, and desired wait time.