Glossary
A
Abandoned Call - Also called a Lost Call. The caller hangs up before reaching an agent.
After-Call Work (ACW) - Also called Wrap-up and Post Call Processing (PCP). Work that is necessitated by and immediately follows an inbound transaction.
Average Handle Time (AHT) - The sum of Average Talk Time and Average After-Call Work for a specified time period.
C
Call Camping - is staying on the line with the phone muted when you have already conferenced the call to the other department.
CSI - Computer System Integration - This was used nung di pa nag-eevolve ang telecoms sa CC industry. ngayon kasi mas apt gamitin ang CTI, which is Computer Telephony integration. CTI defined is : The software, hardware and programming necessary to integrate computers and telephones so they can work together seamlessly and intelligently.
CSAT - A system to measure Customer Satisfaction. This is most commonly used sa Customer Service and Technical Support accounts. This is measured by soliciting Customer Feedback on each call or customer interaction. This the the everyday goal of the Account Supervisors and Managers. They need to make sure that the CSAT rating is high because if it is usually below the agreed rating this will result in the downsizing or the account being dissolved . On the agent’s perspective - CSAT is the score being given by the Quality Analyst and the Customer/s.
F
Full-Time Equivalent (FTE) - A term used in scheduling and budgeting, whereby the number of scheduled hours is divided by the hours in a full work week.
G
Gaming - is the act of manipulating your calls, call logs, or other ways to cheat your way in achieving high metrics.
I
Interactive Voice Response - IVR is often used to provide an interactive menu message, providing the caller with keypad options for directories of information or call direction.
M
Multi Tasking - ability to talk and take notes at the same time
P
Personal Development Plan PDP - This is a call center professional’s roadmap for his/her career in the call center. PIP commonly known as matrix = pool of data usually in a printed out excel sheet.
Q
Queue - Holds callers until an agent becomes available. Queue can also refer to a call line or list of items in a system waiting to be processed.
These are the common terminologies being used in a call center environment. Find more of these on this link: Call Center Terminologies -Thread Author: phoenix88
