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 does ACD stand for in a call center?
Answer: Automatic Call Distributor
ACD (Automatic Call Distributor) is a system that routes incoming calls to the most appropriate available agent based on predefined rules.
What is Average Handle Time (AHT) in a call center?
Answer: The average total time an agent spends on a call including talk time, hold, and after-call work
AHT measures the total average time agents spend per interaction, including talk time, hold time, and any post-call wrap-up work.
What is First Call Resolution (FCR)?
Answer: Resolving a customer's issue completely during the first contact without requiring a callback
FCR measures the percentage of customer issues resolved on the first contact, a key indicator of call center efficiency and customer satisfaction.
What is an IVR system in a call center?
Answer: An automated phone system that interacts with callers via voice menus and keypad inputs
IVR (Interactive Voice Response) allows callers to interact with a computerized system using voice or keypad inputs to navigate menus or complete transactions.
Which call center metric measures the percentage of callers who hang up before reaching an agent?
Answer: Abandonment rate
Abandonment rate is the percentage of callers who hang up while waiting in queue before being connected to an agent.
What does 'service level' mean in call center management?
Answer: The percentage of calls answered within a target time threshold, e.g., 80% of calls in 20 seconds
Service level is typically expressed as X% of calls answered within Y seconds, a common benchmark being 80% of calls answered within 20 seconds.