Call Center Key Performance Indicators (KPIs) 5

Question 1

Agent attrition rate over a year is calculated by which method?

Accepted Answer

Number of agents who left divided by average headcount, times 100

Answer

Attrition (turnover) rate divides departures by average headcount for the period and expresses it as a percentage.

Question 2

A dashboard shows Service Level at 82/20 but abandonment at 12%. What is the most reasonable interpretation?

Accepted Answer

Answered calls are fast, but many callers still give up, possibly during volume spikes

Answer

Service Level only counts answered calls, so short bursts of understaffing can drive high abandonment even with good overall SL.

Question 3

Utilization differs from occupancy in that utilization typically measures what?

Accepted Answer

Time spent on call work as a share of total paid or scheduled time

Answer

Utilization uses total paid/scheduled time as the denominator, while occupancy uses only logged-in available time.

Question 4

Which practice is the biggest risk when tying agent bonuses to a single KPI like AHT?

Accepted Answer

Agents may game the metric, such as prematurely ending calls, hurting customer experience

Answer

Incentivizing one metric encourages gaming behaviors that optimize the number while damaging overall service quality.

Question 5

A balanced scorecard for call center agents ideally combines which types of measures?

Accepted Answer

Efficiency, quality, and customer experience metrics together

Answer

A balanced scorecard blends efficiency (AHT), quality (QA scores), and experience (CSAT/FCR) so no single dimension is over-optimized.

Call Center Practice Test