Which Call Center Metric Determines the Percentage of Calls Answered

question 48

Multiple Choice

Which call center metric determines the percentage of calls answered within a specific time frame?

• A) Average speed to answer (ASA)
• B) Time service factor (TSF)
• C) Throughput
• D) Answers per thousand (APT)

---

Definitions:

Effective Writing

The skill of conveying ideas and information in writing in a clear, concise, and engaging manner for the intended audience.

Effective Listening

A communication technique that involves actively understanding, interpreting, and responding to the message being communicated.

Open-ended Questions

Questions formulated in a way that allows for responses that are not limited to specific options, encouraging free-form answers.

Unspoken Message

Communication that is not verbally articulated but conveyed through nonverbal cues, body language, tone, or context, often carrying significant meaning.