Call Center FREE Call Center Call Center Performance Metrics Questions and Answers 2

Question 1

What does the metric 'Average Speed of Answer' (ASA) measure in a call center?

Accepted Answer

The average time a caller waits in queue before being connected to an agent

Answer

The average duration of a completed call

Answer

The average time an agent spends in after-call work

Answer

The average number of calls answered per hour

Question 2

A call center has a shrinkage rate of 30%. If 100 agents are scheduled, how many are expected to be available to handle calls?

Accepted Answer

70

Answer

80

Answer

30

Answer

90

Question 3

Which metric is calculated by dividing the number of calls resolved on the first contact by the total number of calls received?

Accepted Answer

First Call Resolution rate

Answer

Customer Satisfaction Score

Answer

Net Promoter Score

Answer

Service Level percentage

Question 4

What is the industry-standard service level target often referred to as the '80/20 rule' in call centers?

Accepted Answer

80% of calls answered within 20 seconds

Answer

80% of calls resolved on first contact

Answer

20% abandonment rate with 80% satisfaction

Answer

80 calls per agent per 20-hour shift

Question 5

An agent handles 45 calls during an 8-hour shift with 1 hour of break time. What is the agent's calls per productive hour?

Accepted Answer

6.4 calls per hour

Answer

5.6 calls per hour

Answer

7.5 calls per hour

Answer

45 calls per hour

Question 6

What does a high 'Schedule Adherence' percentage indicate about an agent?

Accepted Answer

The agent is consistently working during their scheduled times

Answer

The agent resolves most calls on the first attempt

Answer

The agent has a low average handle time

Answer

The agent receives high customer satisfaction ratings