PACE Quality Assurance & Performance Metrics 3

Question 1

What is the formula for calculating Net Promoter Score (NPS)?

Accepted Answer

% Promoters − % Detractors

Answer

NPS is calculated by subtracting the percentage of Detractors (score 0-6) from the percentage of Promoters (score 9-10).

Question 2

A contact center's abandon rate has increased from 4% to 9% over one month. Which workforce management issue is MOST likely the cause?

Accepted Answer

Understaffing or poor scheduling leading to longer queue wait times

Answer

A rising abandon rate typically reflects customers hanging up due to long wait times, which is a direct result of understaffing or scheduling gaps.

Question 3

Which quality monitoring method involves a supervisor listening to a live call without the agent's prior knowledge?

Accepted Answer

Silent monitoring

Answer

Silent monitoring allows supervisors to observe agent behavior in real time without alerting the agent, capturing authentic performance.

Question 4

When a QA program uses 'fatal error' categories, what typically happens when an agent commits a fatal error?

Accepted Answer

The entire quality evaluation score is automatically failed regardless of other scores

Answer

Fatal errors—such as violating compliance rules or providing dangerous misinformation—automatically result in a failed evaluation regardless of other scores.

Question 5

A contact center manager wants to improve Customer Effort Score (CES). Which action would MOST directly achieve this?

Accepted Answer

Simplifying processes so customers can resolve issues with minimal steps

Answer

CES measures how much effort a customer must exert—reducing steps and friction in the resolution process directly lowers customer effort.

(PACE) Professional Association for Customer Engagement Certification Practice Test

(PACE) Professional Association for Customer Engagement Certification Practice Test

PACE Quality Assurance & Performance Metrics 3