What are the typical interval periods you would expect to see in call centre reporting?
Please select 3 correct answers
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
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:
The Average Speed of Answer is used to:
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
The average tenure for a full-time call centre agent in Australia is:
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?
If an agent was rostered on for 120 minutes but arrived 30 minutes late, what would their adherence rate be?
A short call is normally defined as
CTI is the acronym for
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).
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:
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