SMFBPO1 QUIZ Week 3

1. What does AHT stand for in the context of BPO KPIs?

• a) Average Handling Time

• b) Average Hold Time

• c) Average Help Time

2. Which KPI evaluates the quality of customer interactions by measuring customer satisfaction?

• a) Customer Churn Rate
• b) Net Promoter Score (NPS)
• c) Abandonment Rate

3. What does FCR represent in BPO KPIs?

• a) Fast Call Resolution
• b) First Call Resolution
• c) Final Call Report

4. What does CSAT stand for in BPO?

• a) Customer Service and Tactics
• b) Customer Satisfaction
• c) Critical Service Analysis Time

5. Which KPI measures the number of calls or contacts a representative handles within a specific time frame?

• a) Call Volume
• b) Call Abandonment Rate
• c) Occupancy Rate

6. Which KPI measures the percentage of customers who end their relationship with a company within a specified period?

• a) Customer Retention Rate
• b) Customer Churn Rate
• c) Customer Lifetime Value (CLV)

7. What does VOC stand for in BPO?

• a) Voice of Customer
• b) Volume of Calls
• c) Value of Contract

8. Which KPI evaluates the percentage of calls or contacts that are abandoned by customers before reaching an agent?

• a) Call Abandonment Rate
• b) Call Block Rate
• c) Call Dropout Percentage

9. Which KPI measures the average time it takes to resolve a customer's issue?

• a) Response Time
• b) Resolution Time
• c) Handling Time

10. What is the meaning of the term "IVR" in a call center setting?

• a) Interactive Voice Recognition
• b) Inbound Volume Report
• c) Internal Vendor Request