Metrics for Analyzing Call Center Performance


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

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

2. _____ 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.

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About This Quiz & Worksheet

Answer questions found in this quiz/worksheet combo to demonstrate how much you understand about the performance measurement of call centers. You must be familiar with relevant term meanings and what aspects of a call center are measured in order to do well on this assessment.

Quiz & Worksheet Goals

In this quiz, you will be expected to do the following:

  • Identify what measures the effectiveness of an organization in meeting its goals and objectives
  • Note what measures a call center's effectiveness and efficiency
  • Name the metric that measures how long it takes to answer a caller's question and resolve his/her problem
  • Choose which metric measures staff member efficiency and helps with call center budget allocation
  • Select what is measured to help a call center determine a customer's happiness with the center's process

Skills Practiced

  • Reading comprehension - ensure that you can draw the most important information from the lesson, such as what measures the effectiveness and efficiency of a call center
  • Information recall - access the knowledge you've gained regarding the measurement of a company's goals and objectives
  • Knowledge application - use your knowledge to answer questions about metrics that measure staff efficiency, budgeting and time to resolve a customer's issues

Additional Learning

The lesson titled Metrics for Analyzing Call Center Performance will help you to learn more about this subject. Information detailed in this lesson includes:

  • What performance metrics do
  • Why it is importance to measure wait time and response time
  • What 'calls blocked' means
  • How performance metrics help a company
Final Exam
Call Center Customer Service - Improving Customer Satisfaction
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Chapter Exam