Customer Service & Contact Centre

A call centre agent notices that call waiting time is increasing, but her own calls are handled quickly. What should she do first?

• Ignore it since her personal targets are fine.

• Tell the supervisor that overall team performance is dropping.

• Take longer breaks to avoid more calls.

• Complain to another agent about the workload.

The company’s rule is that agents must be logged in by 8:00 AM. If you arrive at 8:05 AM every day, what is most affected?

• Your team’s service level compliance.

• Your salary only.

• Your ability to answer customer complaints.

• Nothing, because five minutes is not important.

The wallboard shows an “Abandoned Call Rate” of 8% when the target is 3%. What does this mean?

• Too many customers are leaving before being helped.

• Agents are spending too little time on calls.

• System data is incorrect.

• The team is meeting its daily goal.

An agent consistently meets targets but ignores system updates. What performance risk is this?

• The agent may fall behind on new procedures.

• The team will perform better.

• The wallboard numbers will stay the same.

• The supervisor will take credit.

You discover that slow network speed is making call handling times longer. What’s the correct response?

• Log it as a technical constraint and report it.

• Do nothing — it’s not your responsibility.

• Blame the IT department during meetings.

• Ask customers to call back later.

Your supervisor says, “We need to improve first-call resolution.” What does this mean?

• Customers’ problems should be solved the first time they call.

• Agents should transfer calls to senior staff.

• All calls must be ended quickly.

• Callers should be told to email instead.

During peak hours, a new agent asks how to track her targets. What’s your best advice?

• Watch the wallboard and check daily reports.

• Ask another agent for the answer every hour.

• Wait until month-end to see results.

• Focus only on call speed, not accuracy.

Management introduces a new performance metric: “Customer Satisfaction Score.” What does this measure?

• How happy customers are with the service.

• How many calls an agent answers per day.

• The total number of agents on duty.

• The amount of time spent on training.

You are meeting daily targets, but many customers still complain about rushed calls. What’s wrong?

• You’re meeting numbers but not quality.

• Customers are unreasonable.

• The system needs repair.

• You should stop asking survey questions.

If service levels keep dropping even after reminders, what should the supervisor do first?

• Investigate reasons and identify constraints.

• Blame the team immediately.

• Shorten break times without explanation.

• Stop checking the performance report.