Call Center Performance Metrics 4

Question 1

A center has 50 agents logged in for 8 hours each, and they spend a combined 340 hours on calls and after-call work. What is the occupancy rate?

Accepted Answer

85%

Answer

Occupancy equals 340 productive hours divided by 400 logged-in hours, which is 85%.

Question 2

Why can sustained occupancy above roughly 90% be harmful to a call center?

Accepted Answer

It leads to agent burnout and higher attrition

Answer

Very high occupancy leaves agents no recovery time between calls, driving fatigue, errors, and turnover.

Question 3

Shrinkage in workforce management refers to what?

Accepted Answer

Paid time when agents are unavailable to handle calls, such as breaks, training, and meetings

Answer

Shrinkage is the portion of paid time agents cannot take calls due to breaks, meetings, training, and absence.

Question 4

Which formula correctly describes First Call Resolution rate?

Accepted Answer

Issues resolved on first contact divided by total first contacts

Answer

FCR is the share of contacts fully resolved the first time out of all first contacts received.

Question 5

An agent handles 60 calls in a shift but scores poorly on QA and CSAT. What does this illustrate about metrics?

Accepted Answer

Productivity metrics must be balanced with quality metrics for a full picture

Answer

Relying on a single metric can hide problems, so centers balance efficiency measures with quality and satisfaction measures.

Call Center Practice Test