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

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Definitions:

Actual Production

The total quantity of goods and services produced over a specific period by a business.

Variable Overhead Costs

Expenses related to production that vary with the level of output, such as utilities for a manufacturing plant, which increase with more production.

Fixed Overhead Costs

Costs that do not vary with the level of production or sales, including rent, salaries, and insurance.

Standard Cost

A predetermined cost of manufacturing, storing, and selling a product, used as a benchmark to measure actual performance and budgeting.