Call Center Operations Flashcards
6 cards from real Phone Service Business practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Call Center Operations flashcards as text
What is agent occupancy rate in a call center?
Answer: The percentage of time agents spend actively handling calls versus waiting for calls
Occupancy rate measures what portion of an agent's logged-in time is spent actively on calls or post-call work, with 85-90% considered a healthy range.
What is call whisper coaching in a call center?
Answer: A supervisor speaking to an agent during a live call without the customer hearing
Call whisper coaching allows a supervisor to speak privately to an agent during a live call to provide real-time guidance without the customer hearing.
What is a blended agent in a contact center?
Answer: An agent who handles both inbound and outbound calls depending on call volume and demand
A blended agent dynamically switches between inbound and outbound calling based on current call center demand to maximize productivity.
What is Customer Satisfaction Score (CSAT) in call center performance measurement?
Answer: A metric from post-call surveys measuring how satisfied customers were with the interaction
CSAT is collected via post-interaction surveys asking customers to rate their satisfaction, typically on a 1-5 scale.
What is Net Promoter Score (NPS) used to measure in a customer service context?
Answer: How likely customers are to recommend the company to others, on a 0-10 scale
NPS asks customers how likely they are to recommend the company on a 0-10 scale, classifying them as Promoters (9-10), Passives (7-8), or Detractors (0-6).
What is the purpose of a post-call IVR survey?
Answer: Collecting immediate customer feedback about the service interaction right after the call ends
Post-call IVR surveys automatically present customers with brief survey questions immediately after their call, capturing real-time satisfaction data.