Key Performance Indicators (KPIs) Flashcards

Net Promoter Score (NPS) is calculated using which formula?

Answer: Percentage of promoters minus percentage of detractors

NPS subtracts the percentage of detractors (0-6 scores) from the percentage of promoters (9-10 scores).

On the standard 0-10 NPS scale, customers who score a 7 or 8 are classified as what?

Answer: Passives

Scores of 7-8 are passives, who are excluded from the NPS calculation itself.

Customer Effort Score (CES) primarily measures which aspect of the customer experience?

Answer: How easy it was for the customer to get their issue resolved

CES asks customers to rate how much effort they had to expend to get their issue handled.

A supervisor notices CSAT scores dropped while AHT also dropped sharply. What is the most likely explanation?

Answer: Agents are rushing calls and not fully resolving issues

A sharp AHT drop paired with falling satisfaction usually signals agents cutting calls short at the expense of resolution quality.

Which pair of KPIs is most likely to conflict if managers push one too aggressively?

Answer: Average Handle Time and First Call Resolution

Pressuring agents to lower AHT often reduces FCR because thorough resolution takes time.

Quality Assurance (QA) scores in a call center are typically generated by doing what?

Answer: Evaluating recorded or live calls against a standardized scorecard

QA scores come from monitoring calls and rating them against defined criteria such as compliance, accuracy, and soft skills.

A CSAT survey asks customers to rate satisfaction from 1 to 5. CSAT percentage is usually reported as what?

Answer: The percentage of respondents choosing the top ratings (4 or 5)

CSAT is commonly the share of satisfied responses (top-box scores of 4 and 5) out of all survey responses.