Call Center Performance Metrics 5

Question 1

In an outbound sales call center, which metric most directly measures campaign effectiveness?

Accepted Answer

Conversion rate

Answer

Conversion rate measures the percentage of outbound contacts that result in a sale or desired outcome.

Question 2

A center's NPS survey returns 40% promoters, 35% passives, and 25% detractors. What is the NPS?

Accepted Answer

15

Answer

NPS equals promoters minus detractors, so 40 minus 25 gives a score of 15.

Question 3

Agent utilization differs from occupancy because utilization typically compares productive time to what?

Accepted Answer

Total paid or scheduled time, including shrinkage

Answer

Utilization measures productive time against total paid time, while occupancy uses only logged-in available time.

Question 4

A team's average after-call work (ACW) time doubles after a new CRM rollout. What should a manager investigate first?

Accepted Answer

Whether the new system is slower or agents need more training on it

Answer

A sudden ACW increase after a system change usually points to tool inefficiency or a training gap.

Question 5

Which metric pairing best reveals whether a center is trading speed for quality?

Accepted Answer

Average Handle Time alongside First Call Resolution

Answer

Comparing AHT with FCR shows whether faster calls are coming at the expense of actually resolving issues.

Call Center Practice Test