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The KPI Institute Certified KPI Professional Sample Questions:

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

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

2. How often should KPIs be reported on?

A) Live
B) Quarterly
C) Monthly
D) Depends on the nature of the report

3. Which of the following is not a performance management tool?

A) Objective
B) Factoring
C) Initiative
D) Key Performance Indicator

4. Which of the following stakeholders should be involved in the KPI selection for a Service Level Agreement (SLA)?

A) General public
B) Suppliers
C) Competitors
D) None of the answers

5. Which KPI is suitable for measuring the following objective: "Improve staff competencies"?

A) Training hours (#)
B) Training budget ($)
C) Staff competencies targeted through training (#)
D) Staff competencies meeting desired levels (%)

Solutions: