C-KPIP 試験問題を無料オンラインアクセス

Which KPI should be used to balance "First call resolution rate (%)"?

• A.Call duration (# / time)
• B.Improve call resolution
• C.Calls per staff (#)
• D.Calls per hour (#)

Which of the following are effectiveness KPIs?

• A.Transportation capacity utilization (%)
• B.Time to process request per agent (# / time)
• C.All the answers
• D.Employee engagement index (# / %)

Which of the following is an efficiency KPI?

• A.Employee satisfaction (%)
• B.Production output (#)
• C.Cost per delivered order ($)
• D.None of the answers

Which target would you propose for "Budget ($)", tracked at departmental level?

• A.This is not a KPI
• B.+/# 5%
• C.+/# 10%
• D.+/# 50%

How often should KPIs be modified?

• A.As often as required by strategy / operational changes
• B.Once a quarter
• C.Once a year
• D.Once a month