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

Which KPI specifically measures how well a call center retains its workforce over time?

Answer: Agent Attrition Rate

Agent Attrition Rate tracks the percentage of employees who leave the call center within a given period, reflecting workforce stability.

What does Schedule Adherence measure in a call center environment?

Answer: The degree to which agents follow their assigned work schedules

Schedule Adherence measures how closely agents stick to their planned schedules, including start times, breaks, and end times.

A call center has an AHT of 6 minutes, receives 500 calls per hour, and has 60 agents available. What is the approximate agent utilization for that hour?

Answer: 83%

500 calls × 6 minutes = 3,000 minutes of work; 60 agents × 60 minutes = 3,600 available minutes; 3,000 ÷ 3,600 ≈ 83%.

Customer Effort Score (CES) is best described as a measure of what?

Answer: How easy it was for a customer to get their issue resolved

Customer Effort Score gauges the ease of the customer's experience in resolving their issue, with lower effort correlating to higher loyalty.

Which KPI would be most useful for evaluating the effectiveness of an IVR self-service system?

Answer: IVR Containment Rate

IVR Containment Rate measures the percentage of calls fully resolved within the IVR without needing a live agent, directly reflecting self-service effectiveness.

Transfer Rate as a KPI is important because a high value may suggest what?

Answer: Agents lack the training or authority to resolve issues on their own

A high Transfer Rate often indicates that agents cannot resolve issues themselves, pointing to gaps in training, tools, or authorization levels.