Call Center Performance Metrics 3

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?

Accepted Answer

Schedule adherence

Answer

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?

Accepted Answer

Post-interaction surveys asking customers to rate their experience

Answer

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...

Accepted Answer

Enters the queue until an agent answers it

Answer

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?

Accepted Answer

Agents are rushing calls without fully resolving issues

Answer

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?

Accepted Answer

Answer rate

Answer

The answer rate is the percentage of offered calls that were actually answered by agents.

Call Center Practice Test