Metrics
What are call center metrics?
What is key performance indicators (KPIs) that measure the success and efficiency of a call center.
What does SLA stand for?
What is service level agreement.
What does AHT stand for?
What is average handle time.
What does CSAT stand for?
What is Customer satisfaction.
What is schedule adherence?
What is is the percentage of time that employees are on the clock vs. their scheduled hours.
What do leaders use call center metrics for?
What is to track agent productivity and the quality of support customers receive.
Service level is a key indicator of a call centers?
What is efficiency and customer satisfaction.
What components make up AHT?
What is hold time, talk time conference time, wrap time.
What are CSAT scores used for?
What is to indicate how satisfied customers are with the support they received.
How does failing to adhere to the schedule impact SL?
It can impact SL by longer wait times to reach an agent.
What does KPI stand for?
What is key performance indicators
Service Level measures?
What is the percentage of calls that were answered within a specified amount of time.
What is the calculation of AHT?
What is (Total Talk Time + Hold Time + After-Call Work Time) / Total Number of Calls.
CSAT data can be captured with?
What is just one question with an easy rating scale format.
What does QA stand for?
What is Quality assurance.
What is FCR?
What is the percentage of calls that are resolved on the first attempt.
Service level targets are usually expressed as a combination of two figures, such as?
What is 80-20 or 90-60.
What is AHT measured for?
What is to measure the average length of time it takes to complete a transaction.
How is CSAT calculated?
What is to divide all positive responses (e.g., “somewhat satisfied” and “very satisfied”) by the total responses received. Then, multiply that result by 100.
How do you determine an agent's quality.
What is to listen to an agent’s conversation with a customer and fills out a scorecard to grade different aspects of the interaction.
What is Abandoned call rate?
What is the percentage of calls that are abandoned before they are answered.
It is traditional for contact centers to target the SLA of?
What is answering 80% of calls within 20 seconds.
When does AHT start calculating?
What is as soon as the customer connects with an agent.
What does net promoter measure?
What is to measures customer loyalty to the organization.
What is the final QA score?
What is a percentage of the total points an agent earns.