In this post, we present 15 Quiz Questions on Contact Center Operations Management. For you to review your fundamental operations know-how.
People don’t go to school to become Contact Center experts.
Most people end up in the Contact Center industry by accident. Which means they end up learning the industry on the job.
And even as they get promoted up from Agent to Team Leader and even Manager or Trainer, they rely largely on the capability of their Managers to grow their industry know-how.
Some people read books and attend industry events to fill in gaps in their know-how. Though many tell me in workshops that they just don’t have the time for personal development.
As you’d imagine, this approach to learning an industry can be hit or miss at best.
Contact Center Management is a business discipline.
Which means that just like finance or engineering, it requires very specific know-how to make good decisions. And to clearly teach and explain to others how Centers ‘work’.
An Accountant can’t stop in the middle of a business meeting so that they can google the definition of ‘liability’.
Or ask if they can check in with ChatGPT on how to do double entry bookkeeping.
It’s their profession. They should know their stuff.
And in the Contact Center, this level of comprehensive industry know-how is never just for the Bosses.
Every single Team Leader and every single Support Role, including Quality Assurance, Workforce Management, HR, Training and more, needs industry know-how to do their own job well.
And to align their work with others to create overall success of the Center.
15 Quiz Questions on Contact Center Operations Management
Here are 15 multiple choice questions on fundamental Contact Centre Operations Management.
Your goal is to accurately answer the 15 Contact Centre operations questions presented here – without looking up the answers.
For each multiple choice question select either A, B, C or D. There is one correct answer for each question.
Here are the 15 Quiz Questions on Contact Center Operations Management – good luck!
1. Which of the following contact types require the use of Service Level to calculate staffing levels?
I. Outbound calls
II. Email with 24-hour response time
III. Live chat / Text chat
IV. Walk-ins
a. I only
b. I and IV only
c. II and III only
d. III and IV only
2. Which of the following is the industry standard Service Level?
a. 80% answered in 20 seconds
b. 90% answered in 30 seconds
c. Industry standards only exist for vertical industries
d. There is no industry standard
3. A Contact Center has recently established KPI targets. The Service Level objective is 80% answered in 20 seconds and the Average Speed of Answer (ASA) objective is 10 seconds. The Center also plays a prerecorded announcement for all Callers prior to queuing. Given this information, which of the following statements is true?
a. The Center is measuring typical callers’ experience more effectively than Centers that measure Service Level alone.
b. Setting both Service Level and ASA targets is not appropriate.
c. To be most meaningful ASA should be measured as an end-of-day average.
d. The timing of ASA should begin as soon as the prerecorded announcement starts.
4. Given the following information, what is the Abandonment rate for the week (Monday – Friday)? Total calls answered for the week: 9479. Total calls abandoned for the week: 702. Monday’s abandonment: 10.4%. Tuesday’s abandonment: 7.4%. Wednesday’s abandonment: 5.4%. Thursday’s abandonment: 3.4%. Friday’s abandonment: 7.0%.
a. 6.9%
b. 9.2%
c. 11.5%
d. 5.0%
5. When managing the queue in real-time which of the following on-screen statistics should you look at first?
a. Agent status
b. Longest current wait
c. Number of calls in queue
d. Average time to abandonment
6. Which of the following statements is/are TRUE?
I. Occupancy is the percentage of time Agents spend talking to Customers or completing after-call work.
II. Occupancy is a result of random call arrival.
III. When Service Level increases Occupancy increases.
IV. When Occupancy is very high for extended periods of time, Agents tend to work harder to clear out the queue.
a. II only
b. I and II only
c. II and IV only
d. I, III and IV only
7. If an Agent arrives 30 minutes late to work on calls or live chats, which of the following actions would benefit the Center the most? Assume the Agent is unable to consult with his/her Team Leader on the most appropriate action.
a. Stay 30 minutes extra at the end of his/her shift.
b. Skip his/her morning and afternoon breaks, each of which is 15 minutes.
c. Come back from his/her hour lunch break 30 minutes early.
d. Take his/her breaks and lunch as normal and leave at his/her scheduled time.
8. Which one of the following statements is FALSE?
a. Measuring the number of calls handled by Agent is a good productivity standard.
b. Adherence to Schedule is an important productivity measure for a Contact Centre Agent handling Service Level-based contacts.
c. When Adherence to Schedule improves Service Level improves as well.
d. Most of what drives Average Handling Time lies outside the control of the Agent.
9. Which statement is the MOST correct?
a. To achieve Productivity objectives Agents will need to sacrifice on Quality.
b. Average Handling Time is the most important Productivity standard for an Agent.
c. Agents are accountable for Service Level performance
d. It is possible to design metrics that enable Agents to achieve both Quality and Productivity objectives.
10. The best definition of Time Series forecasting is:
a. A method where the past is a good basis for predicting the future
b. A method which is only used in rare circumstances
c. A method that covers the qualitative side of forecasting
d. A method that doesn’t require judgement
11. What variables does Erlang C require to perform staffing calculations?
I. Average handling time
II. Call volume
III. Number of abandoned calls
IV. The Service Level objective
a. I and II only
b. I, II and III only
c. I, II and IV only
d. II, III and IV only
12. Your Contact Center supports email and is expecting 200 email messages to arrive between 9:00 a.m. and 10:00 a.m. The Average Handling Time of email messages is 8 minutes. Your promised response time is 4 hours. Assuming the Agents can work uninterrupted on these email messages only, which of the following staffing scenarios would meet your response time objective for these email messages?
I. 4 Agents working from 10:00 a.m. to 5:00 p.m.
II. 9 Agents working from 10:00 a.m. to 1:00 p.m.
III. 14 Agents working from 10:00 a.m. to 12:00 p.m.
IV. 40 Agents who each spend at least an hour working on email from 10:00 a.m. to 1:00 p.m.
a. II only
b. III and IV only
c. II, III and IV only
d. I, II, III and IV
13. Which of the following are factors that you need to incorporate in a monthly labor budget calculation?
I. Is my Agent at work?
II. What is the monthly average Occupancy rate?
III. Is my Agent on a break?
IV. Is my Agent on leave?
a. III only
b. I and II only
c. I, II and III only
d. I, II, III and IV
14. A Delay Profile is especially useful to:
a. Calculate your Longest Wait Time for any interval
b. Calculate the number of Agents you need for the interval
c. Estimate the number of Agents you need to cross-train on live chat
d. Calculate your Shrinkage rate
15. Which accessibility metric gives Management the clearest indication of the wait time a typical Caller experiences?
a. Average Speed of Answer
b. Service Level
c. Percent abandoned
d. Percent answered
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Thank you for taking the Contact Center Operations Management Quiz!
If you want to know how you did just send me an email to [email protected]
In that email tell me you took the Quiz for Contact Center Operations Management and simply write down the question number and the answer that you selected (either A, B, C or D).
Your email to me will look like this example below:
- A
- B
- A
- C
Etc. for all 15 questions.
Once I receive your email I will let you know how you did.
Thank you for reading!
I help and inspire people around the world through professional training in Contact Centers, Customer Service & Customer Experience.
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Daniel Ord
[email protected] / www.omnitouchinternational.com
