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500-442 · Question #13

Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

The correct answer is D. Customer Satisfaction: This metric assesses the level of satisfaction that customers have with E. Call Abandon Rate: This metric tracks the percentage of calls that are abandoned by callers. Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) their interactions with the contact center, often measured through surveys or feedback before reaching an agent, indicating potential issues with wait times or call handling efficiency.

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Question

Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

Options

  • Acost
  • Bproductivity
  • Ccustomer expectations
  • DCustomer Satisfaction: This metric assesses the level of satisfaction that customers have with
  • ECall Abandon Rate: This metric tracks the percentage of calls that are abandoned by callers
  • Faverage queue time

How the community answered

(22 responses)
  • A
    5% (1)
  • B
    5% (1)
  • D
    91% (20)

Explanation

Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) their interactions with the contact center, often measured through surveys or feedback before reaching an agent, indicating potential issues with wait times or call handling efficiency.

Topics

#KPI#customer satisfaction#call abandon rate#contact center metrics

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