Performance Metrics Flashcards

In an outbound sales call center, which metric most directly measures campaign effectiveness?

Answer: Conversion rate

Conversion rate measures the percentage of outbound contacts that result in a sale or desired outcome.

A center's NPS survey returns 40% promoters, 35% passives, and 25% detractors. What is the NPS?

Answer: 15

NPS equals promoters minus detractors, so 40 minus 25 gives a score of 15.

Agent utilization differs from occupancy because utilization typically compares productive time to what?

Answer: Total paid or scheduled time, including shrinkage

Utilization measures productive time against total paid time, while occupancy uses only logged-in available time.

A team's average after-call work (ACW) time doubles after a new CRM rollout. What should a manager investigate first?

Answer: Whether the new system is slower or agents need more training on it

A sudden ACW increase after a system change usually points to tool inefficiency or a training gap.

Which metric pairing best reveals whether a center is trading speed for quality?

Answer: Average Handle Time alongside First Call Resolution

Comparing AHT with FCR shows whether faster calls are coming at the expense of actually resolving issues.

Erlang C calculations are used in call centers primarily to determine what?

Answer: How many agents are needed to meet a service level given call volume and AHT

Erlang C models predict required staffing from forecast volume, handle time, and the service level goal.

An agent's schedule adherence is 98% but their conformance is only 85%. What does this suggest?

Answer: They follow their schedule timing closely but worked fewer total hours than scheduled

Adherence tracks timing against the schedule while conformance tracks total hours worked versus scheduled, so the gap indicates missing hours.