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Call Center Performance & Metrics Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. Customer experience management can be defined as _____.

Question 2 2. How does a customer feel when receiving personalized service?

Question 3 3. What are advantages to ensure that each interaction with customers is fulfilling customer needs and exceeding expectations?

Question 4 4. Why is it important to meet customer expectations?

Question 5 5. Why is it important to create and maintain customer profiles, history of transactions and personalization of customer services?

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Question 6 6. Which metric allows a call center to identify how efficiently staff members are working and assists the organization in allocating its budget for the call center?

Question 7 7. _____ is a call center metric that measures from start to finish how long it takes to answer a caller's question or resolve a problem.

Question 8 8. Measuring for _____ can help the call center understand how happy customers are with the overall call center process.

Question 9 9. _____ measure how effective and efficient a call center is performing.

Question 10 10. _____ measure how effectively an organization is meeting its goals and objectives.

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Question 11 11. Which are examples of common technology used in call centers?

Question 12 12. Technology used in call centers can eliminate which of the following?

Question 13 13. Which technology can connect customers to the representative that they previously spoke to by phone?

Question 14 14. Benefits of using technology in call centers includes:

Question 15 15. Why would call centers use intelligent call back features?

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Question 16 16. If a call center answers 10 calls in a total of 300 seconds, what is the ASA (average speed of answer)?

Question 17 17. VZO Outfitters has set a '70-30' benchmark for its agents. What does this mean?

Question 18 18. What is ASA, or average speed of answer?

Question 19 19. Call centers use the ASA metric for all of the following EXCEPT which?

Question 20 20. What two numbers are necessary for calculating average speed of answer?

Call Center Performance & Metrics Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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