Call Centre Management Quiz 1

General Call Centre Management Quiz 1
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What are the typical interval periods you would expect to see in call centre reporting?

Please select 3 correct answers

Correct! Wrong!

Whilst any interval can be used, as a general rule, the larger contact centres tend to use the smaller intervals to enable greater analysis and forecasting accuracy (Tick all that apply)

A definition of occupancy is

Correct! Wrong!

Occupancy is often used as a metric to determine how hard the call centre workforce are working with a higher occupancy typically linked to higher turnover.

The Erlang C formula is best used to determine:

Correct! Wrong!

The Average Speed of Answer is used to:

Correct! Wrong!

The Average Speed of Answer metric ignores the time spent by customers navigating your menus and only starts counting the time when the call is ready to be presented to an agent.

Average Handle Time (AHT) is best described as

Correct! Wrong!

The average tenure for a full-time call centre agent in Australia is:

Correct! Wrong!

Based on the most recent survey endorsed by the Auscontact Association.

If I have to achieve a high Service Level (e.g. 90/10) would my Occupancy Rate typically be HIGH or LOW?

Correct! Wrong!

If an agent was rostered on for 120 minutes but arrived 30 minutes late, what would their adherence rate be?

Correct! Wrong!

A short call is normally defined as

Correct! Wrong!

CTI is the acronym for

Correct! Wrong!

Computer Telephony Integration essential enables information sharing between the telephone and your computer to improve the customer experience and efficiency (e.g. things like Screen Pop).

Call Centre Management Quiz 1

Don't worry, there is a lot to learn about call centres and we all have to start somewhere!

We've got heaps of articles on the CX Central Website or why not look at one of the training courses or conferences coming up to accelerate your learning:

View Upcoming Courses & Conferences 

Not a bad score on our trivia quiz

Well done, you've got a good basis of call centre knowledge to work upon.

Make sure you keep on learning - we've got heaps of articles on the CX Central website or why not look at one of the training courses or conferences coming up:

View Upcoming Courses & Conferences

Good score on our trivia quiz

Nice work, you've got a solid understanding of call centres.

If you'd like to take your knowledge to the next level, check out the training courses and conferences coming up:

View Upcoming Courses & Conferences

Perfect!

Perfect Score result in our Trivia Quiz

You're a call centre superstar and got every answer correct - well done!!!

Share your Results:

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Chief Customer Officer Online ANZ

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Budgets have been cut and CX professionals are expected to stay ahead of the curve and generally do more with less. Join Australia and New Zealand's leading CX experts as we discuss what's next in CX over for three FREE days of insights at CCO Online A/NZ!

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The October 2020 Customer Service Excellence training course is our flagship Customer Service course for Frontline Team Members in Contact Centres & Face to Face Environments. The course is facilitated by global contact centre expert Daniel Ord over 4 x 4-hour sessions via ZOOM.

Auscontact 2020 Virtual Conference

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Given the challenges with COVID, this year the Auscontact 2020 National Conference will be virtual with a guest panel sharing their learnings and insights and Auscontact's new Research partner will present the findings from the latest Consumer CX Insights report.

Justin Tippett
About Justin Tippett 72 Articles

I'm the founder of CX Group Australia and one of the leading authorities on Contact Centres and Customer Experience in Australia. I help businesses to deliver and optimise their customer experience to deliver measurable business outcomes and was named as one of the Top 25 CX Influencers for 2019.


I'm also the person responsible for the memes on the Call Centre Legends page😮


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