Call center vocabulary 1
Part 1
part 2
Call Center
A centralized office used for receiving or transmitting a large volume of inquiries by telephone. It can handle inbound calls, outbound calls, or both.
2. Inbound Call Center
A call center that primarily handles incoming calls from customers. These calls could be for customer support, inquiries, or service requests.
3. Outbound Call Center
A call center that primarily makes outgoing calls to customers. These calls could be for telemarketing, sales, fundraising, or customer feedback.
4. Blended Call Center
A call center that handles both inbound and outbound calls.
5. Automatic Call Distributor (ACD)
A system that routes incoming calls to the most appropriate agent based on criteria such as skills, availability, and caller information.
6. Interactive Voice Response (IVR)
An automated system that interacts with callers, gathers information, and routes calls to the appropriate recipient. IVR systems use pre-recorded voice prompts and responses.
7. Computer Telephony Integration (CTI)
Technology that allows computer systems to interact with telephone systems, enabling call centers to manage calls and customer data more efficiently.
8. Customer Relationship Management (CRM)
Software used to manage a company’s interactions with current and potential customers. It helps in organizing, automating, and synchronizing sales, marketing, customer service, and technical support.
9. First Call Resolution (FCR)
A key performance indicator (KPI) that measures the ability of the call center to resolve customer issues on the first call, without the need for follow-up.
10. Average Handle Time (AHT)
A KPI that measures the average duration of one transaction, including hold time, talk time, and any follow-up or administrative work.
11. Service Level
A KPI that measures the percentage of calls answered within a specified time frame. It is an indicator of the call center’s efficiency and customer service quality.
12. Abandon Rate
The percentage of inbound calls that are abandoned by the caller before speaking to an agent. High abandon rates may indicate long wait times or inadequate staffing.
13. Queue
A line of callers waiting to be answered by a call center agent. Queue management is crucial to maintaining service levels and customer satisfaction.
14. Agent Utilization
A metric that measures the percentage of time agents spend handling calls compared to their total available time. High utilization indicates efficient use of resources.
15. Quality Assurance (QA)
Processes and procedures used to ensure that call center agents provide high-quality service. This often includes call monitoring, recording, and evaluation.
16. Script
A predetermined guide used by call center agents to ensure consistency and accuracy in communication. Scripts can be used for both inbound and outbound calls.
17. Workforce Management (WFM)
Tools and processes used to ensure that the right number of agents with the right skills are scheduled at the right times to meet call demand.
18. Key Performance Indicators (KPIs)
Metrics used to evaluate the success of a call center in achieving its operational and service goals. Common KPIs include FCR, AHT, service level, and customer satisfaction.
19. Call Monitoring
The practice of listening to live or recorded calls to evaluate agent performance and ensure adherence to company standards and policies.
20. Escalation
The process of forwarding a call or issue to a higher level of support or management when it cannot be resolved at the current level.
21. Omni-Channel Support
Providing customer service across multiple channels (phone, email, chat, social media) in an integrated and seamless manner.
22. Call Center Metrics
Various quantitative measures used to assess the performance of a call center. Examples include call volume, average speed of answer (ASA), and customer satisfaction scores.
23. Agent Attrition
The rate at which call center agents leave their jobs and need to be replaced. High attrition rates can indicate job dissatisfaction and lead to increased hiring and training costs.
24. Soft Skills
Interpersonal skills that enable agents to communicate effectively and empathetically with customers. These include active listening, problem-solving, and emotional intelligence.
25. Technical Support
A type of customer support provided by call centers to help customers with technical issues related to products or services.
26. Customer Satisfaction (CSAT)
A measure of how satisfied customers are with the service they receive. It is often assessed through surveys and feedback forms.
27. Call Recording
The practice of recording calls for quality assurance, training, and compliance purposes. Call recordings can be reviewed to assess agent performance and customer interactions.
28. Self-Service Options
Tools and resources that allow customers to resolve issues on their own without speaking to an agent. Examples include IVR systems, online FAQs, and chatbots.
29. Service Recovery
The process of addressing and rectifying service failures to restore customer satisfaction and loyalty.
30. Predictive Dialer
An automated dialing system that places outbound calls and connects answered calls to available agents. It improves efficiency by reducing agent idle time.
31. Callback Option
A feature that allows customers to request a callback instead of waiting on hold, improving customer experience and reducing abandonment rates.
32. Speech Analytics
Technology that analyzes recorded calls to identify patterns, trends, and insights. It can be used for quality assurance, training, and improving customer service.
33. Net Promoter Score (NPS)
A metric used to measure customer loyalty and satisfaction. It is based on the likelihood of customers recommending the company’s products or services to others.
34. Customer Effort Score (CES)
A metric that measures the ease of customer interaction with a company. It assesses how much effort customers need to exert to get their issues resolved.
By understanding these concepts, call center personnel can enhance their knowledge and improve the efficiency and effectiveness of their operations.
Agent:
A call center employee who handles customer inquiries and issues through various communication channels, such as phone, email, chat, and social media.
Automatic Call Distributor (ACD): A system that routes incoming calls to the most appropriate agent based on predefined criteria such as skill set, availability, and workload.
Average Handle Time (AHT): The average time it takes for an agent to complete a customer interaction, including hold time, talk time, and after-call work.
Interactive Voice Response (IVR): An automated system that allows customers to interact with a company’s database via a phone keypad or voice commands to obtain information or route their call to the appropriate department.
Service Level: A metric that measures the percentage of calls answered within a specific time frame. Common service levels are 80/20, meaning 80% of calls are answered within 20 seconds.
First Call Resolution (FCR): The percentage of customer issues resolved on the first call, indicating the efficiency and effectiveness of the call center.
Customer Relationship Management (CRM): A system used to manage interactions with current and potential customers, storing information and history to improve service and relationships.
Queue: The line in which incoming calls wait to be answered by an available agent.
Call Volume: The total number of calls received by the call center within a given period.
Average Speed of Answer (ASA): The average time it takes for a call to be answered by an agent, reflecting the call center’s responsiveness.
After-Call Work (ACW): The tasks an agent completes after finishing a call, such as updating records and processing requests.
Call Monitoring: The process of listening to live or recorded calls to ensure quality standards are met and provide feedback for agent improvement.
Quality Assurance (QA): The systematic process of evaluating and improving the quality of customer interactions and service provided by agents.
Workforce Management (WFM): The process of forecasting call volumes, scheduling agents, and managing their performance to ensure the call center operates efficiently.
Script: A predefined dialogue or guideline that agents follow during customer interactions to maintain consistency and ensure important information is conveyed.
Escalation: The process of transferring a call to a higher-level agent or supervisor when the initial agent cannot resolve the issue.
Call Blending: A technique where agents handle both inbound and outbound calls to maximize efficiency and resource utilization.
Outbound Call: A call initiated by the call center to the customer, often for purposes such as sales, surveys, or follow-ups.
Inbound Call: A call initiated by the customer to the call center, usually for customer service or support.
Key Performance Indicators (KPIs): Metrics used to measure the performance and success of the call center, such as AHT, FCR, and customer satisfaction scores.
Predictive Dialer: An automated system that dials a list of phone numbers and connects answered calls to available agents, often used in outbound call centers.
Call Center Metrics: Various data points and measurements used to assess the performance and effectiveness of the call center, including KPIs like service level, ASA, and FCR.
Omnichannel: A strategy that integrates various communication channels (phone, email, chat, social media) to provide a seamless customer experience.
Virtual Call Center: A call center where agents work remotely from different locations rather than from a centralized physical location.
Call Scripting Software: Tools that provide agents with scripts and prompts during calls to ensure consistent and effective communication.
Customer Satisfaction (CSAT): A measure of how satisfied customers are with the service they received, often gauged through surveys and feedback.
Net Promoter Score (NPS): A metric that measures customer loyalty and the likelihood of customers recommending the company’s services to others.
Call Center Manager: The person responsible for overseeing the operations of the call center, including managing agents, ensuring performance targets are met, and maintaining high-quality service.
BPO (Business Process Outsourcing): The practice of outsourcing certain business functions, such as call center operations, to third-party service providers.
Service Level Agreement (SLA): A formal agreement between the call center and its clients specifying the expected level of service, performance metrics, and responsibilities.
