• Clive Woodrow

Call Center Manager Test

Take this 10 question multiple choice test of your Call Center Operations knowledge.

1. What does AHT mean?

A: All Hands Talking. Its the count of active employees. B: Average Handle Time. The average time it takes to handle a series of calls.

C: Average Hold Time. Important to know how long and how often customers are put on hold.

D: Agent Hold Time. A total of agents hold time over a given period such as a day, a week or a month.

2. If the Call Center Service Level is 80/30 What Do The Two Numbers Mean? A: 80 Staff members answer calls in an average of 30 seconds? B: 80 Calls offered in last 30 minutes. C: 80 Seconds to answer last 30 calls. D: 80% of all calls answered in 30 seconds. 3. Most Call Center with over 50 People Should have Someone Looking after WFM. What is WFM? A: Wire Facility Management. It’s part of the Telecomms function to ensure capacity for telephone and data communications B: Work Force Management. Manages the workforce, the employees time and schedules C: Work Facilities Maintenance. The building team have plans to manage the upkeep of the building and related facilities. D: Workers Family Medical. Medical plans, managing sick time and employee benefits. Very much in demand at many centers. 4. My Service Level Dropped. What Could be the Cause of That? A: Lower call volume. As my call volume lowers so does my service level. B: Higher talk time. For some unknown reason, Agents have higher talk time today.

C: Too many staff working overtime. Due to poor planning, we have too many agents working overtime and that's causing the drop. D: System outage. We had a system outage, and our agents weren't able to assist our customers, so our service level has decreased. 5. I have Some Absenteeism on My Team. The Best Approach to Deal With This Is? A: Wait till the absenteeism is in violation of the HR policy and then act. B: Document in writing each infraction and hope the Agent improves their attendance. C: Speak to the Agent after each incident. Advise them of the Attendance policy and ask for a commitment to improve. D: Absenteeism is a well-known aspect in all Call centres. Let it run its course. There are bigger issues to worry about. 6. The Call Center Needs to Improve Their CSAT. What is That? A: Customer Service Attendance Tests.

B: Client Scores After Transaction. C: Customer Satisfaction Score. D: Career Scores Attrition Test. 7. How Many Calls Can My Team Handle in an Hour? What Are Some of the Basic Things I Need to Know? A: Staff Tenure, Estimated Call Volume and the Type of Calls I will be handling. B: Call Volume, AHT, and the required Service Level C: The Call Types, the Number of Staff and the Average Talk Time D: Average Handle Time, the Number of Staff and the estimated call volume. 8. What is Occupancy and Why Should I Care About it in My Contact Center? A: Occupancy is a measure of how busy the telephone lines are. If they are to busy customers won’t be able to get through to my agents. B: In Work Force Management terms, High occupancy of Agent breaks in a given hour can reduce service level. That is not good. C: Occupancy is a measure of how many seats can fit into a call center space. More seats mean more service. D: Occupancy measures how busy Agents are in a given time period. Low occupancy means higher costs. High occupancy usually means overworked and unhappy staff. 9. If You Were Going to Stack Rank Your Employees, What Would You Be Doing? A: I would be looking at the rate of pay based on their tenure and how that ranks within the company. B: I would be calculating the total work time in a queue. Hence stacking employee time. C: I would be calculating the average key performance indicator for the team. D: I would be looking at 1, 2, or more Key performance indicators to understand how each employee compares to his or her peers. 10. Employee Productive Time is Lost Due to Shrink. Which One of These Factors is Not Considered Part of Shrink. A: Breaks. Coffee breaks or meal breaks. B: After Call Work. Is time that is taken after a call is completed and before the agent is ready to take the next call. C: Absenteeism. This is when employees do not show up for a scheduled shift. D: Coaching Time. This is time that an agent will spend with their supervisor or manager to help them improve certain aspects of their jobs. E: All of the above. F: None of the above.

The Answers:

1. B

2. D

3. B

4. B

5. C

6. C

7. D

8. D

9. D

10. B

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