Call Center Key Performance Indicators (KPIs) 3 — Questions and Answers
Question 1: Net Promoter Score (NPS) is calculated using which formula?
- Percentage of promoters minus percentage of detractors (Correct answer)
- Percentage of promoters plus percentage of passives
- Average of all survey scores multiplied by 10
- Total surveys divided by total calls
Correct answer: Percentage of promoters minus percentage of detractors
NPS subtracts the percentage of detractors (0-6 scores) from the percentage of promoters (9-10 scores).
Question 2: On the standard 0-10 NPS scale, customers who score a 7 or 8 are classified as what?
- Passives (Correct answer)
- Promoters
- Detractors
- Advocates
Correct answer: Passives
Scores of 7-8 are passives, who are excluded from the NPS calculation itself.
Question 3: Customer Effort Score (CES) primarily measures which aspect of the customer experience?
- How easy it was for the customer to get their issue resolved (Correct answer)
- How likely the customer is to recommend the company
- How long the customer waited in queue
- How polite the agent sounded
Correct answer: How easy it was for the customer to get their issue resolved
CES asks customers to rate how much effort they had to expend to get their issue handled.
Question 4: A supervisor notices CSAT scores dropped while AHT also dropped sharply. What is the most likely explanation?
- Agents are rushing calls and not fully resolving issues (Correct answer)
- Customers dislike shorter wait times
- The phone system is miscounting calls
- Service level targets were raised
Correct answer: Agents are rushing calls and not fully resolving issues
A sharp AHT drop paired with falling satisfaction usually signals agents cutting calls short at the expense of resolution quality.
Question 5: Which pair of KPIs is most likely to conflict if managers push one too aggressively?
- Average Handle Time and First Call Resolution (Correct answer)
- Abandonment Rate and Service Level
- Occupancy and Utilization
- Adherence and Conformance
Correct answer: Average Handle Time and First Call Resolution
Pressuring agents to lower AHT often reduces FCR because thorough resolution takes time.
Question 6: Quality Assurance (QA) scores in a call center are typically generated by doing what?
- Evaluating recorded or live calls against a standardized scorecard (Correct answer)
- Averaging customer hold times
- Counting the number of calls each agent takes
- Measuring keyboard typing speed
Correct answer: Evaluating recorded or live calls against a standardized scorecard
QA scores come from monitoring calls and rating them against defined criteria such as compliance, accuracy, and soft skills.
Question 7: A CSAT survey asks customers to rate satisfaction from 1 to 5. CSAT percentage is usually reported as what?
- The percentage of respondents choosing the top ratings (4 or 5) (Correct answer)
- The average wait time of respondents
- The percentage of surveys completed
- The number of 5s minus the number of 1s
Correct answer: The percentage of respondents choosing the top ratings (4 or 5)
CSAT is commonly the share of satisfied responses (top-box scores of 4 and 5) out of all survey responses.
Call Center Key Performance Indicators (KPIs) 3
Net Promoter Score (NPS) is calculated using which formula?