Night Owl's Refresher

How would you describe your knowledge & understanding of Daily Stats?

• I'm an expert

• I have some knowledge

• I have a little knowledge

• I have no knowledge of this subject yet.

For how long are you able to use your personal time throughout the shift?

• Personal time is unlimited
• Personal time is restricted to 10 minutes per shift

• Personal time is only allowed during breaks
• Personal time is restricted to 15 minutes per shift

Answer explanation

Personal AUX is only to be taken when needed. If excessive amount of personal time is used, it will be an AUTOMATIC corrective action. You have up to 3 hours a month.

How long should your Average Call Duration should be?

• 5 to 6.5 minutes

• 8 to 10 minutes

• 3 to 5 minutes
• 15 to 20 minutes

Answer explanation

Average Call Duration should be between 05:00 Mins and 06:30 Mins

What should your transfer rate percentage average?

• 10% or less

• 20% or less

• 5% or less

• 15% or less

Answer explanation

• Transfer rate needs to be 10% or less, if you have any transfers at all make sure we are getting approval in HELP LINE before transferring over. Failing to do so can result in corrective action.

Average hold times can be 3 minutes or less

• TRUE

• FALSE

Answer explanation

• Average hold time below 2:00, use the mute button when you can.

To step away from your work station which AUX would you use?

• Aux 12

• Aux 10

• Aux 04

• Aux 13

What does Shrinkage mean?

• Amount of calls agents take

• Amount of trips agents make

• Amount of transfers agents

• Amount of time that agents are unavailable

Answer explanation

Shrinkage needs to be less than 30%. This is used to measure the amount of time that agents are unavailable to handle calls due to various factors. Shrinkage is crucial to manage effectively maintain consistent call flow and maximize productivity.