ACCA Applied Knowledge · Management Accounting · Performance measurement - overview
A call centre reports the following for a month: 12,000 calls received, 10,800 calls answered, and 9,720 of the answered calls resolved at the first contact. What was the first-contact resolution rate based on calls answered, and the call answer rate based on calls received?
Both rates are 90 percent. First-contact resolution is 9,720 divided by 10,800 answered calls, and the answer rate is 10,800 divided by 12,000 calls received. Using 12,000 as the base for resolution would give 81 percent, which is the wrong denominator.
- A90% and 90%Correct
- B81% and 90%
- C90% and 81%
- D81% and 81%
Explanation
First-contact resolution = 9,720 / 10,800 = 90%. Answer rate = 10,800 / 12,000 = 90%. The 81% figure arises from dividing 9,720 by 12,000, using calls received as the wrong base for resolution.
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