CPCS CPCS Team Leadership & Workforce Management 2

Question 1

What does the Erlang C formula calculate in contact center management?

Accepted Answer

Required staffing levels based on contact volume and service targets

Answer

The Erlang C formula determines the number of agents needed to meet a target service level given a specific call arrival rate and average handle time.

Question 2

A customer service center has an 80/20 service level target. What does this standard mean?

Accepted Answer

80% of calls will be answered within 20 seconds

Answer

The 80/20 service level standard means 80% of inbound calls should be answered within 20 seconds, a widely used industry benchmark.

Question 3

When forecasting contact volume, which historical data pattern is MOST critical to identify?

Accepted Answer

Seasonal trends and day-of-week patterns

Answer

Seasonal and day-of-week patterns reveal recurring volume fluctuations that are essential for producing accurate staffing forecasts.

Question 4

What is 'occupancy rate' in a customer service contact center?

Accepted Answer

The percentage of logged-in time agents spend handling contacts versus waiting

Answer

Occupancy rate measures how much of an agent's logged-in time is spent on actual contact handling rather than idle waiting between contacts.

Question 5

Which staffing strategy BEST helps customer service centers manage unexpected spikes in contact volume?

Accepted Answer

Maintaining a pool of cross-trained agents or on-call staff

Answer

Cross-trained agents and on-call staff provide flexible surge capacity that can be deployed quickly when contact volume spikes unexpectedly.

CPCS - Certified Professional in Customer Service Practice Test

CPCS - Certified Professional in Customer Service Practice Test

CPCS CPCS Team Leadership & Workforce Management 2