HOW WELL DO YOU KNOW YOUR BUSINESS?This is not an evaluation test. It is intended to identify the level of awareness of basic call center terminologies and our metrics. This will be used to help you develop an understanding of key call center concepts.

Name:__________________________ Badge No: _____________________S. No.

Question Answer

1. Define Acceptable Wait (also called Service Level Threshhold).

This is a parameter defined by the organization and is one of the two components of Service Level. It is defined as “the number of seconds within which the specified percentage of calls gets answered”.

e.g. If an organization has a Service Level Target of 70% in 300 sec, then 300 sec is the acceptable wait.

2. Define Service Level The percentage of calls offered which were answered by an agent within a specified timeframe. The specified timeframe is the acceptable wait.

3. Define Abandon Rate The percentage of calls that were not answered on a given attempt because the caller hung up before the call could be answered.

4. Define Average Speed of Answer The average time for which a caller waits in queue before an agent answers the call.

5. What is the Acceptable Wait for DFS?

120 sec

6. What is the Service Level target for DFS?

80% in 120 sec

7. What is the Abandon Rate target for DFS?

Below 10%

8. What does AHT stand for? Average Handled Time

9. What are the components of AHT? ACD Time (or Talk Time), ACW Time, Hold Time and in our case Ring Time.

10. Indicate whether the following will result in higher or lower Service Level:

a) Lower ring timeb) Higher AHTc) Lower average speed of

answer

a) Higher Service Level – Lower ring time would mean less waiting time for the customer. That is why it is important to pick up the call on the first ring.

b) Lower Service Level – Higher AHT would mean that we take longer with calls and thereby are not available to take another call.

c) Higher Service Level – Lower average speed of answer would mean that on an average customers are waiting for less time in queue.

11. What is the AHT target for DFS? Targets for individuals may vary based on their tenure but the target for the unit is 270 sec.

12. Name the scientist whose theories form the backbone of call center operations.

A. K. Erlang

13. Based on the data given below, answer the questions at the end of the section.Calls Offered = 200Calls Answered = 190Calls Answered within 60 sec = 90Calls Answered within 120 sec = 150Questions:

a) Service Level in 60 secb) Service Level in 120 secc) Abandon Rate

a) 90/200 = 45%In this example, 90 calls were answered within 60 sec. Hence, referring to the definition of service level above, the answer is 90 divided by 200 = 45%b) 150/200 = 75%In this example, 150 calls were answered within 120 sec. Hence, referring to the definition of service level above, the answer is 150 divided by 200 = 75%c) (200-190)/200 = 5%In this example, 190 calls were answered, i.e. 10 calls were abandoned. The Abandoned Rate then would be 10 divided by 200 = 5%