Performance Metrics Flashcards

A center has 50 agents logged in for 8 hours each, and they spend a combined 340 hours on calls and after-call work. What is the occupancy rate?

Answer: 85%

Occupancy equals 340 productive hours divided by 400 logged-in hours, which is 85%.

Why can sustained occupancy above roughly 90% be harmful to a call center?

Answer: It leads to agent burnout and higher attrition

Very high occupancy leaves agents no recovery time between calls, driving fatigue, errors, and turnover.

Shrinkage in workforce management refers to what?

Answer: Paid time when agents are unavailable to handle calls, such as breaks, training, and meetings

Shrinkage is the portion of paid time agents cannot take calls due to breaks, meetings, training, and absence.

Which formula correctly describes First Call Resolution rate?

Answer: Issues resolved on first contact divided by total first contacts

FCR is the share of contacts fully resolved the first time out of all first contacts received.

An agent handles 60 calls in a shift but scores poorly on QA and CSAT. What does this illustrate about metrics?

Answer: Productivity metrics must be balanced with quality metrics for a full picture

Relying on a single metric can hide problems, so centers balance efficiency measures with quality and satisfaction measures.

Cost per call is calculated by dividing total operating costs by what?

Answer: Total number of calls handled

Cost per call divides the center's total costs by the number of calls handled in the same period.

Which situation would cause the abandonment rate to increase?

Answer: Understaffing during an unexpected call volume spike

When staffing cannot keep up with volume, queue times grow and more callers hang up before being answered.