FREE Call Center Call Center Performance Metrics Questions and Answers Flashcards

What is 'Cost Per Call' (CPC) and how is it typically calculated?

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

Cost Per Call is determined by dividing the total call center operating expenses by the total number of calls handled in that period.

If a call center's abandonment rate increases from 4% to 9%, what is the most likely root cause?

Answer: Callers are waiting too long in the queue and hanging up

A rising abandonment rate typically indicates excessive wait times that cause frustrated callers to disconnect before reaching an agent.

Which metric best measures how efficiently an agent uses their time between handling calls?

Answer: Occupancy rate

Occupancy rate measures the percentage of time agents spend handling calls versus waiting for calls, indicating time efficiency.

A call center manager notices the Average Handle Time (AHT) dropped by 15% but customer complaints doubled. What does this most likely suggest?

Answer: Agents are rushing calls and not fully resolving customer issues

A significant AHT decrease paired with rising complaints strongly suggests agents are cutting calls short without properly addressing customer needs.

What does 'After-Call Work' (ACW) time include?

Answer: Tasks an agent completes after ending a call, such as logging notes and updating records

ACW encompasses all post-call activities like documentation, disposition coding, and follow-up scheduling that agents perform before becoming available again.

Which workforce management metric predicts how many agents are needed during a specific time interval to meet service level targets?

Answer: Erlang C calculation

Erlang C is a mathematical formula used in workforce management to calculate the number of agents required to meet desired service levels based on call volume and handle times.