In the contact center industry we come across a lot of
abbreviations and expressions that are used very often
without having a clear definition about them. He You will
find a list of these expressions with their definitions .
Automatic calls distribution - ACD
A computerized phone system that responds to the caller
with a voice menu -IVR and connects the call to the
appropriate CSR according to a set of parameters -e.g
priority of skills or longest available time . It can also
distribute calls equally to agents. ACDs are the heart of
call centers, or contact centers, which are widely used in
the telephone sales and service departments of all
organizations.
Computer-telephony integration - CTI
Is a computerized systems which combines the callers data
with voice systems in order to enhance telephone services
by retrieving the caller database and get it displays at
the appropriate CSR's screen when the call gets routed to
him by ACD -Automatic calls distribution
Interactive voice response - IVR
Is a computerized system that allows a person, typically a
telephone caller, to select an option from a voice menu and
otherwise interface with a computer system. Generally the
system plays pre-recorded voice prompts to which the person
presses a number on a telephone keypad to select the option
chosen, or speaks simple answers such as "yes", "no", or
numbers in answer to the voice prompts.
Call Work Code - ACD
A number, up to 16 digits, entered by ACD agents to record
the occurrence of customer-define deviants -such as account
codes, social security numbers, or phone numbers on ACD
calls.
Key Performance Indicators -KPI
Factors that show certain standards and guidelines to
maintain productivity.
Service Level Agreement - SLA
A contract between a network service provider and a
customer that specifies, usually in measurable terms, what
services the network service provider will furnish.
Services for customers can be measured, justified, and
perhaps compared with those of outsourcing network
providers. Some metrics that SLAs may specify include: What
percentage of the time services will be available; The
number of users that can be served simultaneously; Specific
performance benchmark to which actual performance will be
periodically compared
Average call waiting - ACW
The time from the person reaching the number being called
until the CSR picks up the phone -~20seconds
Average Talk Time -ATT
Time frame within which the customer is kept in the phone
-~2minutes
Average Hold Time -AHT
Period of time during which the customer is kept on hold
-has to be as minimum as possible
Customer Service Representative - CSR
Person attempting and handling all the calls, providing the
customer with any inquired information.
Senior Customer Service Representative - SCSR
CSR who is not only handling the calls but also conducting
telesales.
Team Leader - TL
person who plays leading role among the team, setting up an
example and responsible for couching, training, guiding,
motivating and encourage the CSRs to accomplish the
assigned tasks as well as coordinating externally and
internally and drive the team ahead towards the potential
vision.
Supervisor - SUP
A person who is a step above the team leader and below the
managerial level, responsible for the day-to-day
performance of the group, should have the authority, to
hire, transfer, suspend, lay off, recall, promote,
discharge, assign, reward, or discipline CRS, or
responsibly to direct his team leaders on the efficient
ways to achieving the department goals , adjust their
grievances, or effectively recommend an actions to resolve
the raised issues. It is not of a merely routine or
clerical nature, but requires the use of independent
judgment.
Customer Relationship Management - CRM
Entails all aspects of interaction a company has with its
customers whether it be sales or service related. The
Computerization way of interaction is recently being used
in the market approaching the new strategy in serving
customers with each new advance in technology, especially
the proliferation of self-service channels like the WEB and
WAP phones, more of the relationship is being managed
electronically and therefore organizations are looking for
ways to personalize online experiences through tools such
as help desk software, e-mail organizers and Web
development.
Internet Contact Center - ICC
Where all the required contacts and inquiries can be kept
in one database, and viewed by all of the users. ICC has
such features as Universal Queue, real-time and historical
reporting, web collaboration, email transfer, etc.
Voice Over IP address - VOIP
A category of hardware and software that enables people to
make telephone calls via the Internet. In simple words
these hardware and software converts the voice signals into
packets of data, which are transmitted on shared, public
lines.
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