Call Center Call Center Key Performance Indicators (KPIs) Questions and Answers 2

Question 1

A call center's Service Level metric is typically expressed as what?

Accepted Answer

Percentage of calls answered within a target time

Answer

Total number of calls received per hour

Answer

Average duration of each call

Answer

Number of agents available at any time

Question 2

Which KPI measures the percentage of customer issues resolved without requiring a follow-up contact?

Accepted Answer

First Call Resolution (FCR)

Answer

Average Handle Time (AHT)

Answer

Net Promoter Score (NPS)

Answer

Call Abandonment Rate

Question 3

What does a high Call Abandonment Rate most likely indicate?

Accepted Answer

Customers are hanging up before reaching an agent due to long wait times

Answer

Agents are ending calls prematurely

Answer

The IVR system is routing calls incorrectly

Answer

Customer satisfaction scores are declining

Question 4

Which formula correctly calculates Agent Occupancy Rate?

Accepted Answer

Total handle time divided by total logged-in time

Answer

Total calls answered divided by total calls offered

Answer

Total after-call work divided by total handle time

Answer

Total idle time divided by total scheduled time

Question 5

What is the primary purpose of tracking Cost Per Call in a call center?

Accepted Answer

To measure the financial efficiency of handling each customer interaction

Answer

To determine the average salary of call center agents

Answer

To calculate the total revenue generated per customer

Answer

To evaluate the quality of customer service provided

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?

Accepted Answer

Adjusting staffing levels to match peak call volume periods

Answer

Reducing Average Handle Time by shortening call scripts

Answer

Implementing a new customer satisfaction survey

Answer

Increasing the number of IVR menu options