Operational Metrics & Customer Service


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question 1 of 3

What are operational metrics?

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1. What operational metrics can be used to measure effectiveness?

2. What operational metric measures efficiency?

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About This Quiz & Worksheet

This quiz provides simple, multiple-choice questions to test your knowledge of the terms and concepts of customer service operational metrics. You will be asked about metrics types and their purpose for the organization.

Quiz & Worksheet Goals

The quiz will discern if you are familiar with such things as:

  • The definition of operating metrics
  • Metrics that measure effectiveness
  • Metrics you would use to measure efficiency
  • Abandonment metrics

Skills Practiced

You will practice skills like:

  • Making connections - use understanding of relating certain metrics to customer satisfaction
  • Defining key concepts - ensure that you can accurately define main terms, such as abandonment rates
  • Information recall - access the knowledge you've gained regarding metrics used in a customer service operation

Additional Learning

Review the lesson called Operational Metrics & Customer Service. This will provide you with more information on:

  • Metrics that impact customers
  • Metrics that reveal company team efficiencies
  • Response rates, resolution rates, and first contact resolutions