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Call center metrics quiz answers

With answers from the Call Center Metrics School quiz, learn about call center metrics like average handle time, occupancy and schedule adherence.

1) Answer: D -- based on the experience level of agents.
"Average handle time is a metric which can be monitored or measured at the agent, center or enterprise level," Lori Bocklund says. Aside from call volume and service level, it is the most critical metric in determining the workforce required.

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2) Answer: A -- less than 1%. 
According to Strategic Contact, you should aim for a blocking rate of less than 1%. "A very low blocking rate is possible and reasonable if you have adequate trunks and staffing and appropriate call patterns," Lori Bocklund says.

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3) Answer: A -- it is not important to clearly identify which costs are included and not included in cost per call. 
It is very important to clearly identify which costs are included and not included in the cost per contact, according to Strategic Contact. Monitoring cost per call allows management to determine where to spend valuable funds on technology and process improvement. This metric is usually monitored as a specific period of time – weekly, monthly, quarterly and is generally broken out by channel.

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4) Answer: B -- door-to-door surveys.
Automated surveys immediately after a call through interactive voice response (IVR) systems, telephone surveys/call backs and mail/email surveys are all common methods of surveying customers to measure customer satisfaction, according to Strategic Contact.

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5) Answer: D -- all of the above. 
Accurately forecasting the amount of volume is critically important for call centers," Lori Bocklund says. "It is a key element for determining the appropriate amount of resources required. In addition, accurately forecasting the length of calls and contacts is critical for determining the appropriate amount of resources required

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6) Answer: C -- blocked calls (callers who get a "busy" signal). 
"It's important to differentiate exactly when an organization is counting a call as 'offered.' This will vary from company to company," Lori Bocklund warns. "It can be measured at the network level, but is usually measured at the switch. Thus, blocked calls can be missed."

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7) Answer: A --20% of the time, CSRs are available and waiting for a call.
An 80% occupancy rate means that 20% of the agent's time is available and waiting for a call. According to Strategic Contact, occupancy will be lower for smaller groups and higher for larger groups.

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8) Answer: B -- as soon as possible following the observation. 
"It's extremely important to provide feedback to the agent as soon as possible following observation," Lori Bocklund says.

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9) Answer: B -- workforce management software.
Workforce management systems may provide schedule adherence information either expressed as a percentage, or also how many minutes (+,-) an agent was out of compliance with his or her schedule.

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10) Answer: D -- there are no standards.
According to Lori Bocklund, there are no standards for service level; every call center must determine its target service level based on many factors, including business goals and budget. However, a typical target would be 80% of all calls answered within 20 seconds.

Next Steps

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This was last published in March 2008

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