Call Center Call Center Key Performance Indicators (KPIs) Questions and Answers 2 — Questions and Answers
Question 1: A call center's Service Level metric is typically expressed as what?
- Percentage of calls answered within a target time (Correct answer)
- Total number of calls received per hour
- Average duration of each call
- Number of agents available at any time
Correct answer: Percentage of calls answered within a target time
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?
- First Call Resolution (FCR) (Correct answer)
- Average Handle Time (AHT)
- Net Promoter Score (NPS)
- Call Abandonment Rate
Correct answer: First Call Resolution (FCR)
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?
- Customers are hanging up before reaching an agent due to long wait times (Correct answer)
- Agents are ending calls prematurely
- The IVR system is routing calls incorrectly
- Customer satisfaction scores are declining
Correct answer: Customers are hanging up before reaching an agent due to long wait times
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?
- Total handle time divided by total logged-in time (Correct answer)
- Total calls answered divided by total calls offered
- Total after-call work divided by total handle time
- Total idle time divided by total scheduled time
Correct answer: Total handle time divided by total logged-in time
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?
- To measure the financial efficiency of handling each customer interaction (Correct answer)
- To determine the average salary of call center agents
- To calculate the total revenue generated per customer
- To evaluate the quality of customer service provided
Correct answer: To measure the financial efficiency of handling each customer interaction
Cost Per Call divides total operating costs by the number of calls handled to assess the financial efficiency of each interaction.
Question 6: A call center manager notices the Average Speed of Answer (ASA) has increased by 40% over the past month. Which action would most directly address this issue?
- Adjusting staffing levels to match peak call volume periods (Correct answer)
- Reducing Average Handle Time by shortening call scripts
- Implementing a new customer satisfaction survey
- Increasing the number of IVR menu options
Correct answer: Adjusting staffing levels to match peak call volume periods
ASA rises when there aren't enough agents to handle incoming call volume, so aligning staffing with demand patterns is the most direct fix.
Call Center Call Center Key Performance Indicators (KPIs) Questions and Answers 2
A call center's Service Level metric is typically expressed as what?