KPI Quiz Challenge

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Test your knowledge on Key Performance Indicators with this fun quiz!

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Mapu Sosa

Colombia

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KPI Quiz ChallengeVersión en línea Test your knowledge on Key Performance Indicators with this fun quiz! por Mapu Sosa 1 First call resolution is a Is a key metric that measures how well a business resolves customer issues on the first contact. b A software program used to track customer interactions. c A strategy for managing customer complaints. d 2 AHT is a Actual handling time b Average handle time c Actual handle time d Average handling time 3 Refer to the quality of customer service, the availability of a service, or the percentage of demand that is met. a AHT b Service Level c FCR d Abandonment Rate 4 When a customer answers a call and hangs up upon hearing it's from a company like Claro, this is referred to as: a First Call Resolution b Abandonment Rate c Customer Satisfaction d Average Handle Time e 5 What term best describes any information a customer provides to a BPO company regarding their experience? a A service request b A suggestion c A complaint d Customer feedback 6 The duration of a call can indicate: a The customer's level of satisfaction. b The customer's technical skills. c The effectiveness of the staff. d The time of day the call was made. 7 Customer satisfaction is paramount a True b False 8 Employers always have the answer a True b False c d

KPI Quiz ChallengeVersión en línea

Test your knowledge on Key Performance Indicators with this fun quiz!

por Mapu Sosa

First call resolution is

Is a key metric that measures how well a business resolves customer issues on the first contact.

A software program used to track customer interactions.

A strategy for managing customer complaints.

AHT is

Actual handling time

Average handle time

Actual handle time

Average handling time

Refer to the quality of customer service, the availability of a service, or the percentage of demand that is met.

AHT

Service Level

FCR

Abandonment Rate

When a customer answers a call and hangs up upon hearing it's from a company like Claro, this is referred to as:

First Call Resolution

Abandonment Rate

Customer Satisfaction

Average Handle Time

What term best describes any information a customer provides to a BPO company regarding their experience?

A service request

A suggestion

A complaint

Customer feedback

The duration of a call can indicate:

The customer's level of satisfaction.

The customer's technical skills.

The effectiveness of the staff.

The time of day the call was made.

Customer satisfaction is paramount

True

False

Employers always have the answer

True

False

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KPI Quiz Challenge

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Cultura general española

KPI Quiz ChallengeVersión en línea

por Mapu Sosa

First call resolution is

AHT is

Refer to the quality of customer service, the availability of a service, or the percentage of demand that is met.

When a customer answers a call and hangs up upon hearing it's from a company like Claro, this is referred to as:

What term best describes any information a customer provides to a BPO company regarding their experience?

The duration of a call can indicate:

Customer satisfaction is paramount

Employers always have the answer

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