Quality Assurance Quiz

What is a practice of reviewing and analyzing customer conversations?

• Quality Control

• Quality Assurance

• Over quality

• Equality

Which of the metric is when the customer calls resolved on the first contact, without needing a follow-up?

• AHT

• FCR

• CSAT

• ACW

Which of the metrics measures how satisfied customers are with the service?

• AHT

• FCR

• CSAT

• ACW

Which of the metrics measures the average time a rep spends on follow-up tasks after a call has ended?

• AHT

• FCR

• CSAT

• ACW

What does NPS stands for?

• Net Promo Service

• Net Promo Scores

• Net Promoter Service

• Net Promoter Scores

Which of the following metrics measures clarity of communication and active listening skills?

• Compliance

• Professionalism

• Accuracy

• Communication

Enumerate the 3 Main Assessments for QA.