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Assessment - PERFORMANCE METRICS

Quiz by Maricel Fajardo

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10 questions
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  • Q1

    It refers to how well agents accomplish their tasks, especially their primary function of customer contact.

    Quality Metrics

    Time to Resolution

    Escalation Rate

    Productivity Metrics

    45s
  • Q2

    It measures how effective the agents are in the use of their time and how efficient they are in maintaining the balance of the various aspects of their jobs.

    Productivity Metrics

    First Call Resolution

    Quality Metrics

    Escalation Rate

    45s
  • Q3

    Communication skills and technical expertise of both the representative and the customer affect the amount of time in resolving an issue.

    true
    false
    True or False
    45s
  • Q4

    It intends to measure a customer's satisfaction with the service received, which is usually expressed as a percentage between 0 and 100, with 100% as completely satisfied customer rating.

    FR

    CSAT

    ACD

    TTR

    45s
  • Q5

    This type of quality metrics can be assessed through observation of actual or recorded calls by the agent.

    Objectives

    Escalation

    Standards

    Resolution

    45s
  • Q6

    It tracks the length of time a customer is on the phone. It is usually measured in minutes and exclusive of any pre-call preparation or post-call documentation, typically referred to as ‘wrap’.

    ACD

    CSAT

    TTR

    FR

    45s
  • Q7

    It refers to tracking the average amount of time spent resolving customer issues.

    ACD

    CSAT

    FR

    TTR

    45s
  • Q8

    This refers to the frequency with which issues are to be brought up to higher levels of management in the course of supporting the customers

    Escalation Rate

    Resolution Time

    Objectives

    Standards

    45s
  • Q9

    It includes building rapport with the customer, handling challenges effectively, and using empathy as appropriate. When measuring objectives, the representative assesses how well they were met.

    Standards

    Objectives

    Escalation

    Resolution

    45s
  • Q10

    It is on top of the list for many organizations when it comes to the metrics they are tracking resolving issues as quickly as possible.

    ACD

    CSAT

    TTR

    FR

    45s

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