The Managers at Synopsis Telecom Recently Analyzed the Efficiency and Productivity

question 70

Multiple Choice

The managers at Synopsis Telecom recently analyzed the efficiency and productivity levels of their call center executives.They were pleased to find that 85 percent of all customer complaints and queries were answered by executives during the initial call,without the customers having to call back.Which of the following call center metrics did the managers most likely use?

• A)Time service factor
• B)Average speed to answer
• C)First call resolution
• D)Transaction speed

---

Definitions:

Skills

The ability to do something well, often gained through training or experience.

Entrepreneurial Mindset

An attitude and approach characterized by innovation, risk-taking, and the ability to overcome challenges and see opportunities.

Entrepreneurial Action

The initiatives and actions undertaken by entrepreneurs to establish and build their enterprises, including decision-making, risk-taking, and strategizing.

Self-leadership

The process of influencing oneself to establish the self-direction and self-motivation needed to perform or achieve specific goals.