Call Center Call Center Key Performance Indicators (KPIs) Questions and Answers 2

Question 1

A call center's Service Level metric is typically expressed as what?

Accepted Answer

Percentage of calls answered within a target time

Answer

Service Level measures the percentage of calls answered within a defined threshold, such as 80% of calls answered in 20 seconds.

Question 2

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

Accepted Answer

First Call Resolution (FCR)

Answer

First Call Resolution tracks how often agents solve customer problems in a single interaction without callbacks or transfers.

Question 3

What does a high Call Abandonment Rate most likely indicate?

Accepted Answer

Customers are hanging up before reaching an agent due to long wait times

Answer

A high abandonment rate typically signals that customers are waiting too long in queue and disconnecting before speaking with an agent.

Question 4

Which formula correctly calculates Agent Occupancy Rate?

Accepted Answer

Total handle time divided by total logged-in time

Answer

Agent Occupancy Rate equals the time agents spend handling contacts divided by their total available or logged-in time.

Question 5

What is the primary purpose of tracking Cost Per Call in a call center?

Accepted Answer

To measure the financial efficiency of handling each customer interaction

Answer

Cost Per Call divides total operating costs by the number of calls handled to assess the financial efficiency of each interaction.

Call Center Practice Test