Call Center Performance Metrics 3 — Questions and Answers
Question 1: An agent is scheduled 9:00-17:00 but logs in at 9:20 and takes an unscheduled long break. Which metric is most directly affected?
- Schedule adherence (Correct answer)
- Average Handle Time
- First Call Resolution
- Customer Satisfaction (CSAT)
Correct answer: Schedule adherence
Schedule adherence measures how closely agents follow their assigned schedules, including start times and breaks.
Question 2: Customer Satisfaction (CSAT) is typically measured by which method?
- Post-interaction surveys asking customers to rate their experience (Correct answer)
- Counting the number of calls per day
- Timing how fast agents answer
- Tracking agent login hours
Correct answer: Post-interaction surveys asking customers to rate their experience
CSAT comes from surveys where customers rate their satisfaction with the interaction, often on a 1-5 scale.
Question 3: Average Speed of Answer (ASA) measures the average time from when a call...
- Enters the queue until an agent answers it (Correct answer)
- Starts ringing until the customer hangs up
- Is answered until it is resolved
- Is dialed until the IVR picks up
Correct answer: Enters the queue until an agent answers it
ASA is the average wait time customers experience in queue before an agent answers.
Question 4: A supervisor notices AHT dropped sharply but repeat calls increased. What is the most likely explanation?
- Agents are rushing calls without fully resolving issues (Correct answer)
- Customers have fewer problems
- The phone system is dropping calls randomly
- Service level targets were raised
Correct answer: Agents are rushing calls without fully resolving issues
Artificially shortening calls often lowers AHT at the cost of unresolved issues, driving repeat contacts and lower FCR.
Question 5: Which metric is calculated as: (calls offered minus calls abandoned) divided by calls offered?
- Answer rate (Correct answer)
- Occupancy rate
- Utilization
- Conversion rate
Correct answer: Answer rate
The answer rate is the percentage of offered calls that were actually answered by agents.
Question 6: Customer Effort Score (CES) is designed to measure what?
- How easy it was for the customer to get their issue resolved (Correct answer)
- How many calls an agent handles per hour
- How long agents spend in after-call work
- How often calls are escalated to supervisors
Correct answer: How easy it was for the customer to get their issue resolved
CES asks customers how much effort they had to expend to get their issue handled, with lower effort being better.
Question 7: In quality assurance scoring, calls are typically evaluated against what?
- A standardized scorecard of criteria such as greeting, accuracy, and compliance (Correct answer)
- The agent's total sales for the month
- The number of calls in queue at the time
- The customer's account balance
Correct answer: A standardized scorecard of criteria such as greeting, accuracy, and compliance
QA analysts score recorded calls against a defined scorecard covering soft skills, accuracy, and compliance requirements.
Call Center Performance Metrics 3
An agent is scheduled 9:00-17:00 but logs in at 9:20 and takes an unscheduled long break.
Which metric is most directly affected?