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Home Contact Centre Metrics & Terminology

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|Industry Knowledge Quizzes |0

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Contact Centre Metrics & Terminology

Ten questions on contact centre operations — service level and average speed of answer, AHT, occupancy, adherence, Erlang C, attrition and reporting intervals.

Every topic these questions touch on is covered properly in the Call Centre Hub — all our resources in one place, so you’re not hunting across the site for them.

, every topic these questions touch on is covered properly in your Call Centre Hub — all our resources in one place, so you’re not hunting across the site for them.

Everyone on your membership has the full Call Centre Hub — all our resources in one place, so your team isn’t hunting across the site for them.

  • Questions10, multiple choice
  • TimeAbout 5 minutes
  • LevelFoundational
  • CostFree to take
Visitor accessYou’ll get your score and see which answers you got wrong at the end. A free Subscriber account shows you the correct answer as you go, and how your score compares to everyone else’s.
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Contact Centre Metrics & Terminology

Ten questions on contact centre fundamentals — average handle time, average speed of answer, occupancy, adherence, service level, Erlang C, reporting intervals and what a short call really signals.

The number of attempts remaining is 1

1 / 10

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

2 / 10

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

3 / 10

A short call is normally defined as

4 / 10

The Erlang C formula is best used to determine:

5 / 10

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

6 / 10

Average Handle Time (AHT) is best described as:

7 / 10

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

8 / 10

A definition of Occupancy is:

9 / 10

The Average Speed of Answer is used to:

10 / 10

CTI is the acronym for

 

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Subscriber access, you’ll see the correct answer as you go and how your score compares to the average.
Member access, take this as many times as you like. Score 100% and your certificate is available immediately, and every attempt is saved to your Quiz Dashboard.

Quizzes are taken on individual accounts

You’re signed in with the admin account for . Quiz results and certificates are recorded against individual accounts, so sign in with your own Individual Account to take this quiz — everyone holding a member account under your membership already has full access to all of them.

Browse all industry quizzes  ·  General knowledge trivia to run with your team  ·  Business FAQs & support videos

Where to next

New to ACXPA? These quizzes are one small piece of a much bigger practitioner toolkit.

All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.Trivia quizzes to run at workGeneral knowledge quizzes built for team meetings and huddles.Erlang C CalculatorWork out the staffing you need to hit your service level. Free to use.QA Sample Size CalculatorHow many calls you actually need to assess for a reliable QA result. Free to use.The Call Centre HubAll our contact centre resources in one place — standards, benchmarking, WFM, coaching and templates.Contact Centre RoundtablesA live panel with contact centre leaders on the second Wednesday of every month. The latest session is free.The full resource libraryEverything ACXPA offers across every discipline, in one place.

Where to next

, here’s what else is open to you on the contact centre side.

Your Quiz DashboardEvery attempt, score and certificate you’ve earned, in one place.All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.Contact Centre Maturity ToolAssess your operation and see where it sits against the standards.Your Call Centre HubAll our contact centre resources in one place — standards, benchmarking, WFM, coaching and templates.Contact Centre RoundtablesMonthly live panel plus the full archive — searchable transcripts, key moments and executive summaries.Trivia quizzes to run at workEditable general knowledge kits for team meetings and huddles.

What you get with each level

Everyone can take the quiz. What changes is how much you get out of it.

Taking the quiz Your current accessVisitors Your current accessSubscribersFree Your current accessYour team’s accessMembersFrom $35 per year
Take this quiz, and any other quiz on the site ✓ ✓ ✓
See your score, and how it compares with the average ✓ ✓ ✓
See which questions you got wrong ✓ ✓ ✓
See the correct answer on the ones you got wrong — ✓ ✓
Review every question at the end, not just the ones you got wrong — — ✓
Read why the right answer is right, question by question — — ✓
Re-take the quiz as many times as you like — — ✓
Download a certificate when you score 100% — — ✓
Track every quiz result in your own dashboard — — ✓
Quizzes with your team
Monthly general knowledge trivia kit — editable questions and answers to run with your team — — ✓
Self-paced courses with a certificate for each one you finish — — ✓

The quizzes are the smallest part of it

Membership opens up the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. See what's included.

The quizzes are the smallest part of it

Your membership includes the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. Browse your resources.

You’re signed in with the admin account for . Everyone holding a member account under your membership has full quiz access — results and certificates are recorded against their individual account, so sign in with your own Individual Account to take a quiz yourself.

See membership options Browse the resource library

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