FREE Call Center Employment Question and Answers Flashcards

What does 'Average Handle Time' (AHT) include?

Answer: Talk time plus hold time plus after-call work time

AHT is calculated by adding talk time, hold time, and after-call work (ACW) time together, representing the total time an agent spends on a single interaction.

What is the main risk of setting overly aggressive handle time targets for call center agents?

Answer: Customer satisfaction may decrease as agents rush through calls

Pushing agents to minimize handle time can lead to rushed interactions, unresolved issues, and lower customer satisfaction scores.

Which type of call center handles outgoing calls to customers or prospects?

Answer: Outbound call center

An outbound call center specializes in making calls to customers or prospects for purposes such as sales, surveys, or follow-ups.

What is 'First Call Resolution' (FCR) and why is it important?

Answer: The percentage of calls resolved on the first contact without requiring a callback; it directly impacts customer satisfaction

FCR measures the percentage of customer issues resolved during the initial contact, and higher FCR rates strongly correlate with greater customer satisfaction and lower operational costs.

In a call center context, what does 'call calibration' involve?

Answer: A session where supervisors and QA staff review and score the same calls to ensure consistent evaluation standards

Call calibration sessions ensure that all evaluators apply quality scoring criteria consistently by reviewing and discussing the same recorded calls.

Which employment law requires US call centers to comply with rules about recording customer calls?

Answer: Federal and state wiretapping and consent laws

Call centers must comply with federal wiretapping laws and varying state consent requirements, with some states requiring all-party consent before recording conversations.