G. Performance Metrics

What does AHT Stand for?

• Average Hold Time

• Adequate Hold Time

• Average Hearing Time

• Average Handling Time

How is Average Handling Time Calculated

• The total minutes of all calls divided by the total number of the calls taken.

• The total minutes of all calls divided by the total number of calls taken minus the hold time.

• The total number of calls taken divided by the total number of days worked

• The total number of days worked divided by the number of calls taken

What does CSAT stand for?

• Caller Satisfaction

• Customer Satisfaction

• Caller's Score and Talk Time

• Caller's Score After Talking

After Call Customr Surveys are often used to determine

• Average Handling Time

• First Call Resolution

• CSAT

• Average Talk Time

What does FCR stand for?

• First Caller Restrictions

• First Customer Read

• First Call Resolution

• Front Call Resolutin

What Does KPI stand for?

• Kimberly's Perfomance Indicator

• Key Performance Indicator

• Key Performance Identifier

• Kimberly's Performance Identifier

Every time a caller calls back because their issue was not resolved it causes what?

• It costs the company more money

• It causes the agent to get upset

• It causes the agent and the customer to be upset

• It cost the company more time that they do not want to give to the customer

If your break time begins at 10:15 but your call runs over to 10:17 you are...

• In Adherence

• Out of Adherence

• Out of touch

• In trouble

Schedule Adherence Requires You to Do This

• Set your own schedule

• Change your schedule

• Work the shifts your assigned (Work When Scheduled)

• Work outside of your shift if you wish

If your AHT is 480 seconds, how many minutes does that translate to?

• 480

• 4

• 20

• 8