Call Center FREE Call Center Call Center Performance Metrics Questions and Answers 2

Question 1

What does the metric 'Average Speed of Answer' (ASA) measure in a call center?

Accepted Answer

The average time a caller waits in queue before being connected to an agent

Answer

ASA measures the average time callers spend waiting in the queue before an agent picks up.

Question 2

A call center has a shrinkage rate of 30%. If 100 agents are scheduled, how many are expected to be available to handle calls?

Accepted Answer

70

Answer

Shrinkage of 30% means 30 of 100 agents are unavailable, leaving 70 agents actively handling calls.

Question 3

Which metric is calculated by dividing the number of calls resolved on the first contact by the total number of calls received?

Accepted Answer

First Call Resolution rate

Answer

First Call Resolution (FCR) rate is the ratio of issues resolved during the initial contact to total calls received.

Question 4

What is the industry-standard service level target often referred to as the '80/20 rule' in call centers?

Accepted Answer

80% of calls answered within 20 seconds

Answer

The 80/20 rule means the goal is to answer 80% of incoming calls within 20 seconds of entering the queue.

Question 5

An agent handles 45 calls during an 8-hour shift with 1 hour of break time. What is the agent's calls per productive hour?

Accepted Answer

6.4 calls per hour

Answer

With 7 productive hours (8 minus 1 hour break), 45 calls divided by 7 hours equals approximately 6.4 calls per hour.

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