Call Center Key Performance Indicators (KPIs) 2 — Questions and Answers
Question 1: A call center's Average Handle Time (AHT) includes which of the following components?
- Talk time, hold time, and after-call work (Correct answer)
- Talk time only
- Queue wait time and talk time
- Ring time and abandonment time
Correct answer: Talk time, hold time, and after-call work
AHT is calculated as total talk time plus hold time plus after-call work, divided by total calls handled.
Question 2: A center answers 80% of calls within 20 seconds. This measurement is known as what?
- Service Level (Correct answer)
- Occupancy Rate
- First Call Resolution
- Adherence
Correct answer: Service Level
Service Level measures the percentage of calls answered within a defined time threshold, commonly expressed as 80/20.
Question 3: If 500 calls enter the queue and 45 callers hang up before reaching an agent, what is the abandonment rate?
- 9% (Correct answer)
- 4.5%
- 11%
- 45%
Correct answer: 9%
Abandonment rate is abandoned calls divided by offered calls: 45 / 500 = 9%.
Question 4: Which KPI most directly measures whether customers' issues are solved without needing to call back?
- First Call Resolution (FCR) (Correct answer)
- Average Speed of Answer
- Occupancy
- Shrinkage
Correct answer: First Call Resolution (FCR)
FCR tracks the percentage of issues fully resolved on the first contact, eliminating repeat calls.
Question 5: An agent is scheduled for 8 hours but spends 6.5 hours handling calls or waiting for calls. Which KPI compares actual working time against the schedule?
- Schedule Adherence (Correct answer)
- Net Promoter Score
- Customer Effort Score
- Conversion Rate
Correct answer: Schedule Adherence
Schedule Adherence measures how closely agents follow their assigned schedules, including breaks and log-in times.
Question 6: Occupancy rate in a call center is best described as which of the following?
- The percentage of logged-in time agents spend handling calls versus waiting idle (Correct answer)
- The percentage of seats filled in the building
- The percentage of calls answered within threshold
- The percentage of customers who remain on hold
Correct answer: The percentage of logged-in time agents spend handling calls versus waiting idle
Occupancy is the share of an agent's available time actually spent on call-related work rather than waiting for calls.
Question 7: A very high occupancy rate sustained over weeks most likely leads to which outcome?
- Agent burnout and higher attrition (Correct answer)
- Lower customer satisfaction due to idle agents
- Reduced call volume
- Improved schedule flexibility
Correct answer: Agent burnout and higher attrition
Sustained occupancy above roughly 85-90% leaves agents no recovery time and is strongly linked to burnout and turnover.
Call Center Key Performance Indicators (KPIs) 2
A call center's Average Handle Time (AHT) includes which of the following components?