Customer Care Customer Care Metrics and Performance

Question 1

What does 'Average Handle Time' (AHT) measure in a customer care context?

Accepted Answer

The average total time spent on a customer interaction, including talk time and after-call work

Answer

AHT combines talk time, hold time, and after-call work time to represent the total average time an agent spends on a single customer interaction.

Question 2

What is 'First Contact Resolution' (FCR) and why is it important?

Accepted Answer

The percentage of issues resolved during the initial contact without follow-up — important because it reduces cost and improves customer satisfaction

Answer

FCR measures the ability to resolve customer issues in a single interaction, which reduces operational costs and strongly correlates with higher customer satisfaction.

Question 3

What is 'Service Level' (SL) in a contact center?

Accepted Answer

The percentage of contacts answered within a defined time threshold (e.g., 80% of calls answered within 20 seconds)

Answer

Service Level is the foundational contact center metric defining the percentage of contacts answered within a target timeframe, balancing staffing efficiency with customer access.

Question 4

What does a high 'abandonment rate' indicate in a customer care center?

Accepted Answer

Customers are hanging up before reaching an agent, typically due to excessive wait times

Answer

A high abandonment rate signals that wait times exceed customer tolerance, resulting in lost contacts and potential dissatisfaction before service even begins.

Question 5

What is 'occupancy rate' in contact center workforce management?

Accepted Answer

The percentage of time agents are actively handling contacts versus waiting for the next one

Answer

Occupancy rate measures how intensively agents are being utilized — high occupancy can indicate understaffing, while low occupancy may mean overstaffing.

Customer Care Practice Test

Customer Care Practice Test

Customer Care Customer Care Metrics and Performance