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Home Contact Centre Management Fundamentals Quiz 1

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|Industry Knowledge Quizzes |0

Contact Centre Management Fundamentals Visitor Quiz 1

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Contact centre management fundamentals Quiz

Contact Centre Management Visitor Quiz 1

Did you know over 74% of Contact Centre Managers started their careers on the phones?

And according to recent industry data, only 50% of contact centre managers have attended any formal training.

So it’s not surprising that there is often a lack of awareness around contact centre management techniques, processes and formulas that can apply to any contact centre.

Take the ten-question Contact Centre Management Fundamentals Quiz to test your knowledge. 

The number of attempts remaining is 1

1 / 10

What is the most common interval period used in a contact centre's reporting?

2 / 10

If I have to achieve a high Service Level (e.g. 90/10) would my Occupancy Rate typically be HIGH or LOW?

3 / 10

A definition of Occupancy is:

4 / 10

The Erlang C formula is best used to determine:

5 / 10

CTI is the acronym for

6 / 10

The Average Speed of Answer is used to:

7 / 10

Approx what percentage of contact centre employees are still employed after 12 months from starting in a call centre?

8 / 10

If an agent was rostered on for 120 minutes but arrived 30 minutes late, what would their adherence rate be?

9 / 10

Average Handle Time (AHT) is best described as:

10 / 10

A short call is normally defined as

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Contact Centre Management Fundamentals Subscriber Quiz 1

, as a Subscriber, you can attempt each of our quizzes once and see the correct answers as you progress through each quiz.

By upgrading to a membership, you’ll be able to retake each quiz as many times as you like, plus when you achieve 100%, you can download a certificate of achievement!

Of course, you’ll also be able to access all the other premium member benefits to help you on your contact centre journey as well, including the Contact Centre Roundtables and expert videos Member Bites in your Video Library, premium downloads such as Erlang Calculators, Turnover Calculators Job Templates and more, a private group to connect with other contact centre professionals and lots more!

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Contact Centre Management Fundamentals Member Quiz 1

, as a member, you can attempt the quiz as many times as you need, and when you achieve 100%, you can instantly download your certificate of achievement.

You can also view all your certificates and quiz progress in your Quiz Dashboard. 

Don’t forget you’ve also got access to other great contact centre resources, including the Contact Centre Roundtables and expert videos Member Bites in your Video Library, premium downloads such as Erlang Calculators, Turnover Calculators Job Templates, and more, a private group to connect with other contact centre professionals, and lots more!

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