CCSP Performance Metrics & Service Analytics

Question 1

What does First Contact Resolution (FCR) measure?

Accepted Answer

The percentage of issues resolved during the customer's first interaction

Answer

The speed of the first response to a customer

Answer

The number of new customers acquired

Answer

The cost of the first customer interaction

Question 2

What is Average Handle Time (AHT) in customer service?

Accepted Answer

The average duration of a customer interaction from start to resolution

Answer

The time to hire a new service agent

Answer

The average time a customer waits on hold

Answer

The time between customer purchases

Question 3

Why is Customer Satisfaction Score (CSAT) important?

Accepted Answer

It directly measures customer happiness with a specific interaction or overall experience

Answer

It measures employee satisfaction only

Answer

It tracks website traffic

Answer

It calculates company profit margins

Question 4

What does the abandonment rate indicate in a call center?

Accepted Answer

The percentage of customers who hang up before reaching an agent

Answer

The rate at which employees quit

Answer

The percentage of returned products

Answer

The rate of website visitors who leave immediately

Question 5

What is a service level agreement (SLA) target in customer service?

Accepted Answer

A committed response or resolution time standard

Answer

A sales revenue target

Answer

An employee training completion rate

Answer

A marketing campaign goal

Question 6

How should customer service KPIs be used for improvement?

Accepted Answer

Analyzed regularly to identify trends, root causes, and improvement opportunities

Answer

Reviewed once a year during annual planning

Answer

Used only to evaluate individual employee performance

Answer

Shared only with senior management