Customer Care Customer Care Metrics and Performance 2

Question 1

What is 'Quality Assurance' (QA) in a customer care team?

Accepted Answer

A systematic process of evaluating agent interactions against defined service standards to maintain and improve quality

Answer

QA involves regularly reviewing agent interactions — calls, chats, emails — against a scorecard of service standards to identify coaching opportunities and ensure consistency.

Question 2

What does 'shrinkage' mean in contact center planning?

Accepted Answer

Time agents are unavailable due to breaks, training, meetings, or unplanned absence, reducing productive capacity

Answer

Shrinkage accounts for all the time agents are scheduled but not available to handle contacts, and must be factored into staffing calculations.

Question 3

What is a 'balanced scorecard' in customer care performance management?

Accepted Answer

A performance framework that evaluates agents across multiple dimensions including efficiency, quality, customer satisfaction, and compliance

Answer

A balanced scorecard evaluates agent performance holistically across efficiency, quality, customer experience, and adherence metrics rather than any single measure.

Question 4

What is 'workforce management' (WFM) in a customer care context?

Accepted Answer

The process of forecasting contact volume, scheduling agents, and managing real-time adherence to optimize staffing levels

Answer

WFM encompasses forecasting, scheduling, and real-time management to ensure the right number of skilled agents are available to meet contact demand efficiently.

Question 5

What does 'after-call work' (ACW) refer to in contact center metrics?

Accepted Answer

The time agents spend completing documentation, updating records, or processing actions after a customer interaction ends

Answer

ACW (also called wrap-up time) is the post-interaction period when agents complete administrative tasks before becoming available for the next contact.

Customer Care Practice Test

Customer Care Practice Test

Customer Care Customer Care Metrics and Performance 2