Call Center Key Performance Indicators (KPIs) Questions and Answers Flashcards

A call center's Service Level metric is typically expressed as what?

Answer: Percentage of calls answered within a target time

Service Level measures the percentage of calls answered within a defined threshold, such as 80% of calls answered in 20 seconds.

Which KPI measures the percentage of customer issues resolved without requiring a follow-up contact?

Answer: First Call Resolution (FCR)

First Call Resolution tracks how often agents solve customer problems in a single interaction without callbacks or transfers.

What does a high Call Abandonment Rate most likely indicate?

Answer: Customers are hanging up before reaching an agent due to long wait times

A high abandonment rate typically signals that customers are waiting too long in queue and disconnecting before speaking with an agent.

Which formula correctly calculates Agent Occupancy Rate?

Answer: Total handle time divided by total logged-in time

Agent Occupancy Rate equals the time agents spend handling contacts divided by their total available or logged-in time.

What is the primary purpose of tracking Cost Per Call in a call center?

Answer: To measure the financial efficiency of handling each customer interaction

Cost Per Call divides total operating costs by the number of calls handled to assess the financial efficiency of each interaction.

A call center manager notices the Average Speed of Answer (ASA) has increased by 40% over the past month. Which action would most directly address this issue?

Answer: Adjusting staffing levels to match peak call volume periods

ASA rises when there aren't enough agents to handle incoming call volume, so aligning staffing with demand patterns is the most direct fix.