Key Performance Indicators (KPIs) Flashcards

A call center's Average Handle Time (AHT) includes which of the following components?

Answer: Talk time, hold time, and after-call work

AHT is calculated as total talk time plus hold time plus after-call work, divided by total calls handled.

A center answers 80% of calls within 20 seconds. This measurement is known as what?

Answer: Service Level

Service Level measures the percentage of calls answered within a defined time threshold, commonly expressed as 80/20.

If 500 calls enter the queue and 45 callers hang up before reaching an agent, what is the abandonment rate?

Answer: 9%

Abandonment rate is abandoned calls divided by offered calls: 45 / 500 = 9%.

Which KPI most directly measures whether customers' issues are solved without needing to call back?

Answer: First Call Resolution (FCR)

FCR tracks the percentage of issues fully resolved on the first contact, eliminating repeat calls.

An agent is scheduled for 8 hours but spends 6.5 hours handling calls or waiting for calls. Which KPI compares actual working time against the schedule?

Answer: Schedule Adherence

Schedule Adherence measures how closely agents follow their assigned schedules, including breaks and log-in times.

Occupancy rate in a call center is best described as which of the following?

Answer: The percentage of logged-in time agents spend handling calls versus waiting idle

Occupancy is the share of an agent's available time actually spent on call-related work rather than waiting for calls.

A very high occupancy rate sustained over weeks most likely leads to which outcome?

Answer: Agent burnout and higher attrition

Sustained occupancy above roughly 85-90% leaves agents no recovery time and is strongly linked to burnout and turnover.