Call Center Key Performance Indicators (KPIs) 3

Question 1

Net Promoter Score (NPS) is calculated using which formula?

Accepted Answer

Percentage of promoters minus percentage of detractors

Answer

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?

Accepted Answer

Passives

Answer

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?

Accepted Answer

How easy it was for the customer to get their issue resolved

Answer

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?

Accepted Answer

Agents are rushing calls and not fully resolving issues

Answer

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?

Accepted Answer

Average Handle Time and First Call Resolution

Answer

Pressuring agents to lower AHT often reduces FCR because thorough resolution takes time.

Call Center Practice Test