PACE Quality Assurance & Performance Metrics 2

Question 1

Which metric measures the percentage of customer issues resolved without requiring a follow-up contact?

Accepted Answer

First Contact Resolution (FCR)

Answer

First Contact Resolution (FCR) measures the percentage of contacts resolved in a single interaction without follow-up.

Question 2

A quality analyst discovers that agents consistently score low on 'empathy' during call evaluations. What is the BEST next step?

Accepted Answer

Conduct targeted coaching sessions focused on empathetic language and tone

Answer

Targeted coaching on the specific deficiency—empathetic language—is the most effective way to improve agent performance in that area.

Question 3

What does a high 'dead air' percentage during a call typically indicate?

Accepted Answer

The agent may lack product knowledge or efficient navigation skills

Answer

Excessive dead air usually signals that an agent is struggling to find information or navigate systems efficiently.

Question 4

In a contact center QA framework, what is the primary purpose of a calibration session?

Accepted Answer

To ensure evaluators are scoring consistently using the same standards

Answer

Calibration sessions align evaluators on scoring interpretation so QA results are consistent and fair across the team.

Question 5

Which of the following BEST describes 'schedule adherence' as a contact center KPI?

Accepted Answer

The degree to which agents follow their assigned work schedule

Answer

Schedule adherence measures how closely agents follow their assigned schedules, including start times, breaks, and logged-in periods.

(PACE) Professional Association for Customer Engagement Certification Practice Test