Phone Service Business Call Center Operations 3

Question 1

What is agent occupancy rate in a call center?

Accepted Answer

The percentage of time agents spend actively handling calls versus waiting for calls

Answer

The number of agents on duty at any time

Answer

The ratio of inbound to outbound calls

Answer

The number of agents who reach FCR targets

Question 2

What is call whisper coaching in a call center?

Accepted Answer

A supervisor speaking to an agent during a live call without the customer hearing

Answer

Playing background music to calm callers

Answer

Sending text messages to agents while they are on a call

Answer

Automated prompts read aloud to callers while on hold

Question 3

What is a blended agent in a contact center?

Accepted Answer

An agent who handles both inbound and outbound calls depending on call volume and demand

Answer

An agent who works from home

Answer

An agent trained in multiple languages

Answer

An agent who manages both voice and IT support

Question 4

What is Customer Satisfaction Score (CSAT) in call center performance measurement?

Accepted Answer

A metric from post-call surveys measuring how satisfied customers were with the interaction

Answer

The average revenue generated per call

Answer

The number of repeat callers per month

Answer

An agent's speed-to-answer benchmark

Question 5

What is Net Promoter Score (NPS) used to measure in a customer service context?

Accepted Answer

How likely customers are to recommend the company to others, on a 0-10 scale

Answer

How quickly agents resolve tickets

Answer

The number of new accounts opened per month

Answer

Agent attendance and punctuality

Question 6

What is the purpose of a post-call IVR survey?

Accepted Answer

Collecting immediate customer feedback about the service interaction right after the call ends

Answer

Routing the caller back to the queue if unsatisfied

Answer

Recording the call for compliance

Answer

Verifying the caller's identity for security