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)

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Definitions:

Individual Behavior

The actions and reactions of an individual in response to external or internal stimuli, which can be influenced by factors such as personality, environment, and culture.

Drive to Bond

An inherent desire in humans to form connections and attachments with others, influencing behavior within organizational and societal contexts.

Emotional Markers

Indicators of deep, often unconscious, emotional states that can influence decision-making and behavior.

High Need for Affiliation

A personality trait characterized by a strong desire to be liked, to belong to a group, and to maintain positive relationships with others.