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Performance Metrics Flashcards

7 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.

Read the first 7 Performance Metrics flashcards as text

  1. 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 talk time plus hold time plus after-call work, divided by total calls handled.

  2. A center answers 800 of 1,000 offered calls within 20 seconds. What is its service level?

    Answer: 80% in 20 seconds

    Service level is the percentage of calls answered within a target threshold, here 800/1,000 = 80% within 20 seconds.

  3. Which metric best measures whether customers' issues are resolved without needing to call back?

    Answer: First Call Resolution (FCR)

    FCR tracks the percentage of issues resolved on the first contact with no follow-up needed.

  4. A caller hangs up after waiting 3 minutes in queue before reaching an agent. This event counts toward which metric?

    Answer: Abandonment rate

    Calls that disconnect while waiting in queue before reaching an agent are counted as abandoned calls.

  5. Occupancy rate in a call center measures what?

    Answer: The percentage of logged-in time agents spend handling calls or related work

    Occupancy is the proportion of an agent's logged-in time spent on call-handling activity versus waiting for calls.

  6. A Net Promoter Score (NPS) survey asks customers how likely they are to recommend the company on a scale of 0-10. Which respondents are 'promoters'?

    Answer: Those who answer 9 or 10

    NPS classifies scores of 9-10 as promoters, 7-8 as passives, and 0-6 as detractors.

  7. Which metric would rise if agents frequently pass callers to other departments instead of resolving issues themselves?

    Answer: Transfer rate

    Transfer rate measures the percentage of calls agents hand off to another agent or department.