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Key Performance Indicators (KPIs) Flashcards

7 cards from real Call Center practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Key Performance Indicators (KPIs) flashcards as text

  1. Agent attrition rate over a year is calculated by which method?

    Answer: Number of agents who left divided by average headcount, times 100

    Attrition (turnover) rate divides departures by average headcount for the period and expresses it as a percentage.

  2. A dashboard shows Service Level at 82/20 but abandonment at 12%. What is the most reasonable interpretation?

    Answer: Answered calls are fast, but many callers still give up, possibly during volume spikes

    Service Level only counts answered calls, so short bursts of understaffing can drive high abandonment even with good overall SL.

  3. Utilization differs from occupancy in that utilization typically measures what?

    Answer: Time spent on call work as a share of total paid or scheduled time

    Utilization uses total paid/scheduled time as the denominator, while occupancy uses only logged-in available time.

  4. Which practice is the biggest risk when tying agent bonuses to a single KPI like AHT?

    Answer: Agents may game the metric, such as prematurely ending calls, hurting customer experience

    Incentivizing one metric encourages gaming behaviors that optimize the number while damaging overall service quality.

  5. A balanced scorecard for call center agents ideally combines which types of measures?

    Answer: Efficiency, quality, and customer experience metrics together

    A balanced scorecard blends efficiency (AHT), quality (QA scores), and experience (CSAT/FCR) so no single dimension is over-optimized.

  6. Repeat call rate is tracked as a companion metric to FCR because it captures what?

    Answer: Customers calling back within a set window about the same issue

    Repeat call rate counts callbacks within a defined period (often 7 days) about the same issue, revealing unresolved contacts.

  7. Why should a manager review KPI trends at intervals (weekly or monthly) rather than reacting to a single day's numbers?

    Answer: Daily figures fluctuate with normal variation, so trends reveal real performance changes

    Single-day data is noisy; trend analysis separates genuine shifts from routine variation like volume spikes.