Call Center Performance Metrics 2 — Questions and Answers
Question 1: A call center's Average Handle Time (AHT) includes which of the following components?
- Talk time, hold time, and after-call work (Correct answer)
- Talk time only
- Queue wait time and talk time
- After-call work and ring time only
Correct answer: Talk time, hold time, and after-call work
AHT is calculated as talk time plus hold time plus after-call work, divided by total calls handled.
Question 2: A center answers 800 of 1,000 offered calls within 20 seconds. What is its service level?
- 80% in 20 seconds (Correct answer)
- 20% in 80 seconds
- 800 calls per second
- 1.25% abandonment
Correct answer: 80% in 20 seconds
Service level is the percentage of calls answered within a target threshold, here 800/1,000 = 80% within 20 seconds.
Question 3: Which metric best measures whether customers' issues are resolved without needing to call back?
- First Call Resolution (FCR) (Correct answer)
- Average Speed of Answer (ASA)
- Occupancy rate
- Adherence to schedule
Correct answer: First Call Resolution (FCR)
FCR tracks the percentage of issues resolved on the first contact with no follow-up needed.
Question 4: A caller hangs up after waiting 3 minutes in queue before reaching an agent. This event counts toward which metric?
- Abandonment rate (Correct answer)
- Transfer rate
- Hold time
- Wrap-up time
Correct answer: Abandonment rate
Calls that disconnect while waiting in queue before reaching an agent are counted as abandoned calls.
Question 5: Occupancy rate in a call center measures what?
- The percentage of logged-in time agents spend handling calls or related work (Correct answer)
- The percentage of seats filled in the building
- The percentage of calls answered within threshold
- The number of calls per hour per trunk line
Correct answer: The percentage of logged-in time agents spend handling calls or related work
Occupancy is the proportion of an agent's logged-in time spent on call-handling activity versus waiting for calls.
Question 6: A Net Promoter Score (NPS) survey asks customers how likely they are to recommend the company on a scale of 0-10. Which respondents are 'promoters'?
- Those who answer 9 or 10 (Correct answer)
- Those who answer 7 or 8
- Those who answer 5 or higher
- Those who answer 10 only
Correct answer: Those who answer 9 or 10
NPS classifies scores of 9-10 as promoters, 7-8 as passives, and 0-6 as detractors.
Question 7: Which metric would rise if agents frequently pass callers to other departments instead of resolving issues themselves?
- Transfer rate (Correct answer)
- First Call Resolution
- Schedule adherence
- Service level
Correct answer: Transfer rate
Transfer rate measures the percentage of calls agents hand off to another agent or department.
Call Center Performance Metrics 2
A call center's Average Handle Time (AHT) includes which of the following components?