Call Center Key Performance Indicators (KPIs) 2

Question 1

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

Accepted Answer

Talk time, hold time, and after-call work

Answer

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

Question 2

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

Accepted Answer

Service Level

Answer

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

Question 3

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

Accepted Answer

9%

Answer

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

Question 4

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

Accepted Answer

First Call Resolution (FCR)

Answer

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

Question 5

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?

Accepted Answer

Schedule Adherence

Answer

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

Call Center Practice Test

Call Center Practice Test

Call Center Key Performance Indicators (KPIs) 2