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Call Center Performance Metrics 1 Flashcards

6 cards from real Call Center practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

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  1. What does 'Average Handle Time' (AHT) measure in a call center?

    Answer: The total time an agent spends on a call including hold time and after-call work

    AHT is the sum of average talk time, average hold time, and average after-call work (ACW). It represents the full time an agent is occupied with a single interaction from start to finish.

  2. A call center's occupancy rate is 92%. What does this indicate?

    Answer: Agents are actively handling calls or in after-call work 92% of their available time

    Occupancy rate measures the percentage of time agents spend on call-related activities (talk time + hold time + ACW) versus their total available time. A rate of 92% means agents have very little idle time between calls.

  3. Which call center metric measures the percentage of callers who hang up before reaching an agent?

    Answer: Abandonment Rate

    Abandonment Rate (also called Call Abandonment Rate) is the percentage of inbound calls where the caller disconnects before being connected to an agent. High abandonment rates typically indicate inadequate staffing or excessive wait times.

  4. A call center tracks 'Cost Per Call.' How is this metric calculated?

    Answer: Total operating costs divided by total number of calls handled

    Cost Per Call is calculated by dividing the total operating costs (including labor, technology, and overhead) by the total number of calls handled in a given period. It is a key efficiency metric for budgeting and benchmarking.

  5. What is 'Agent Utilization' in a call center context?

    Answer: The percentage of total paid time an agent spends on call-related activities

    Agent Utilization differs from occupancy in that it accounts for ALL paid time, including breaks, training, and meetings. It is calculated by dividing productive (call-related) time by total paid hours, giving a broader view of workforce efficiency.

  6. Which metric specifically measures customer loyalty by asking how likely a customer is to recommend a company to others?

    Answer: Net Promoter Score (NPS)

    Net Promoter Score (NPS) is measured by asking customers a single question: 'How likely are you to recommend us to a friend or colleague?' on a 0–10 scale. Respondents are classified as Promoters (9–10), Passives (7–8), or Detractors (0–6), and the score is calculated by subtracting the percentage of Detractors from Promoters.