Quality Assurance and Metrics 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 Quality Assurance and Metrics flashcards as text
What is 'customer effort score' (CES)?
Answer: A metric measuring how easy it was for customers to get their issue resolved
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.
What is meant by 'agent attrition' in call center management?
Answer: The rate at which agents leave the call center (voluntarily or involuntarily)
Agent attrition (turnover rate) measures how frequently employees leave the call center, which impacts service quality, training costs, and institutional knowledge.
What is 'Repeat Contact Rate' and why is it important?
Answer: The percentage of customers who contact the center again about the same issue within a defined period
Repeat Contact Rate measures customers who call back about the same unresolved issue, indicating FCR failures and high-friction experiences.
Which metric is calculated as (Calls Handled / Calls Offered) × 100?
Answer: Call Resolution Rate
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.
What is a 'balanced scorecard' approach in call center performance management?
Answer: Evaluating performance across multiple dimensions including efficiency, quality, customer satisfaction, and financial metrics
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.
What is 'call monitoring' in a call center quality program?
Answer: Supervisors or QA analysts listening to live or recorded calls to evaluate agent performance
Call monitoring involves supervisors or QA staff listening to agent interactions (live or recorded) to assess adherence to standards, identify coaching needs, and ensure compliance.