Call Center Hosting SLA, Performance Metrics & Workforce Management 1 — Questions and Answers
Question 1: What is a Service Level Agreement (SLA) in a hosted call center context?
- A script agents follow for customer service interactions
- A formal contract defining performance standards (uptime, response times) between the vendor and customer (Correct answer)
- A training program for new call center agents
- A government regulation for call center operations
Correct answer: A formal contract defining performance standards (uptime, response times) between the vendor and customer
An SLA is a contractual commitment between a CCaaS vendor and customer that defines measurable performance standards and remedies for failures.
Question 2: What does 'Average Handle Time' (AHT) measure in a call center?
- The average time a call waits in queue before being answered
- The average total time an agent spends on a contact, including talk time and after-call work (Correct answer)
- The average time to resolve a customer issue across all interactions
- The average number of calls handled per agent per hour
Correct answer: The average total time an agent spends on a contact, including talk time and after-call work
AHT = Average Talk Time + Average Hold Time + Average After-Call Work Time, representing the total agent time consumed per contact.
Question 3: What is 'First Call Resolution' (FCR)?
- The speed at which the first call of the day is answered
- The percentage of customer issues fully resolved on the first contact without a callback or follow-up needed (Correct answer)
- The number of calls resolved by IVR self-service
- The resolution rate for the first hour of each shift
Correct answer: The percentage of customer issues fully resolved on the first contact without a callback or follow-up needed
FCR measures how often customers' issues are completely resolved during their first interaction, without needing to call back.
Question 4: What is 'abandonment rate' in a call center queue?
- The percentage of agents who resign within the first year
- The percentage of callers who hang up before reaching an agent (Correct answer)
- The rate at which calls are transferred to voicemail
- The percentage of calls dropped due to technical issues
Correct answer: The percentage of callers who hang up before reaching an agent
Abandonment rate is the percentage of inbound callers who disconnect from the queue before being connected to an agent.
Question 5: What does 'CSAT' stand for and what does it measure?
- Call Statistics and Analytics Tool — a reporting platform
- Customer Satisfaction score — a metric measuring how satisfied customers are with their service experience (Correct answer)
- Contact Support Action Time — average time to resolve issues
- Certified Support Agent Test — an industry certification
Correct answer: Customer Satisfaction score — a metric measuring how satisfied customers are with their service experience
CSAT (Customer Satisfaction) measures customers' satisfaction with a specific interaction, typically collected via post-call surveys.
Question 6: What is 'Net Promoter Score' (NPS) and how is it relevant to call centers?
- A score given to agents based on call quality monitoring
- A customer loyalty metric measuring how likely customers are to recommend the company, influenced by call center experiences (Correct answer)
- The net number of new customers gained through outbound campaigns
- A vendor rating system for CCaaS platform quality
Correct answer: A customer loyalty metric measuring how likely customers are to recommend the company, influenced by call center experiences
NPS measures customer loyalty by asking 'How likely are you to recommend us?' on a 0-10 scale, with call center quality directly impacting scores.
Call Center Hosting SLA, Performance Metrics & Workforce Management 1
What is a Service Level Agreement (SLA) in a hosted call center context?