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

Occupancy rate measures what portion of an agent's logged-in time is spent actively on calls or post-call work, with 85-90% considered a healthy range.

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

Call whisper coaching allows a supervisor to speak privately to an agent during a live call to provide real-time guidance without the customer hearing.

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

A blended agent dynamically switches between inbound and outbound calling based on current call center demand to maximize productivity.

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

CSAT is collected via post-interaction surveys asking customers to rate their satisfaction, typically on a 1-5 scale.

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

NPS asks customers how likely they are to recommend the company on a 0-10 scale, classifying them as Promoters (9-10), Passives (7-8), or Detractors (0-6).

Phone Service Business Practice Test

Phone Service Business Practice Test

Phone Service Business Call Center Operations 3