📞 Introduction
Welcome to our comprehensive guide on “Terminologie Call Center”! As the world becomes globalized and businesses expand their reach, effective communication becomes more challenging. As a result, call centers have become an essential part of modern businesses.In this article, we will provide you with a complete understanding of the terminology used in call center operations. From basic terms to more complex ones, we will cover everything you need to know to become well-versed in call center communications.
📚 The Basics
Let’s start with the basics. A call center is a centralized unit that handles inbound and outbound calls for a company. The primary aim of a call center is to provide customer support services, sales, and technical assistance. There are different types of call centers based on the services they offer. Inbound call centers handle incoming calls from customers, while outbound call centers make outgoing calls to customers for sales, surveys or other purposes.
🤔 Why is call center terminology important?
Call center terminology is essential because it helps agents, managers, and customers understand each other precisely. It ensures that everyone is on the same page and avoids misunderstandings. Using the right terminology also enhances the efficiency of call center operations and helps to meet customer expectations.Now that we know why call center terminology is crucial let’s dive into the terminologies themselves.
📝 Call center terminologies
1. IVR (Interactive Voice Response)
IVR is an automated system that manages incoming calls by guiding the customers through a menu of options. Customers can choose an option by pressing keys on their phones. IVR improves the efficiency of call center operations by reducing wait times and directing calls to the right department.
How does IVR work?
When a customer calls a company’s phone number, the IVR system answers the call and provides them with a menu of options. The customer then selects the option that best suits their reason for calling. The system then directs the call to the appropriate customer service representative or department.
2. ACD (Automatic Call Distributor)
ACD is a system that handles incoming calls and distributes them to appropriate agents based on specific criteria such as availability, expertise, etc. ACDs help to reduce wait times for customers and improve the efficiency of call center operations.
How does ACD work?
When a customer calls a company’s phone number, the ACD system answers the call and determines the appropriate agent to handle the call. The system considers factors such as the agent’s availability, language, expertise, and other criteria to assign the call.
3. CRM (Customer Relationship Management)
CRM is a software system used to manage customer interactions and data throughout the customer lifecycle. CRM systems help companies to improve customer relationships and increase customer retention rates by providing a centralized platform to manage customer information.
How does CRM work?
CRM systems collect customer data from multiple sources such as social media, email, phone, etc. and store it in a centralized database. The system uses this data to track customer interactions, identify customer needs and preferences, and provide personalized communication.
4. FCR (First Call Resolution)
FCR is the percentage of calls resolved in the first interaction between the customer and the call center agent. FCR is a crucial metric for call center performance as it helps to measure customer satisfaction levels.
Why is FCR important?
FCR is important because it reduces the need for customers to make multiple calls, which can lead to frustration and dissatisfaction. It helps to improve the efficiency of call center operations, reduce costs, and increase customer satisfaction levels.
5. SLA (Service Level Agreement)
SLA is an agreement between the call center and the customer regarding the level of service the customer can expect. It outlines the response time, resolution time, and other metrics that the call center must meet to ensure customer satisfaction.
What does an SLA include?
An SLA typically includes the following metrics:- Response time: The time taken to answer a call or respond to an email- Resolution time: The time taken to resolve a customer’s issue- Abandoned call rate: The percentage of calls that are abandoned before the agent can answer- Hold time: The time a customer spends on hold waiting for an agent to answer- Call quality: The quality of the call and the agent’s communication with the customer.
6. KPI (Key Performance Indicators)
KPIs are metrics used to measure call center performance. KPIs help managers to identify areas of improvement and ensure that the call center is meeting customer expectations.
What are some common KPIs?
Some common KPIs used in call centers are:- Average Handle Time (AHT): The average time an agent spends handling a call- Adherence: The percentage of time an agent follows the schedule- Occupancy: The percentage of time an agent spends on calls- Customer satisfaction (CSAT): The percentage of satisfied customers after a call
7. Workforce Management
Workforce management is the process of managing call center operations to maximize efficiency and improve customer satisfaction. Workforce management includes call forecasting, scheduling, and agent performance management.
How does workforce management work?
Workforce management involves the following steps:- Call forecasting: Predicting the number of calls that will be received in a given period- Scheduling: Assigning agents to shifts based on call forecasts- Performance management: Monitoring agent performance and providing feedback to improve performance
| Term | Definition |
|---|---|
| IVR | An automated system that manages incoming calls by guiding customers through a menu of options |
| ACD | A system that handles incoming calls and distributes them to appropriate agents |
| CRM | A software system used to manage customer interactions and data |
| FCR | The percentage of calls resolved in the first interaction between the customer and the agent |
| SLA | An agreement between the call center and the customer regarding the level of service the customer can expect |
| KPI | Metrics used to measure call center performance |
| Workforce Management | The process of managing call center operations to maximize efficiency and improve customer satisfaction |
🤔 FAQs
1. What is a call center?
A call center is a centralized unit that handles inbound and outbound calls for a company.
2. What is the primary aim of a call center?
The primary aim of a call center is to provide customer support services, sales, and technical assistance.
3. What is IVR?
IVR is an automated system that manages incoming calls by guiding the customers through a menu of options.
4. What is ACD?
ACD is a system that handles incoming calls and distributes them to appropriate agents based on specific criteria such as availability, expertise, etc.
5. What is CRM?
CRM is a software system used to manage customer interactions and data throughout the customer lifecycle.
6. What is FCR?
FCR is the percentage of calls resolved in the first interaction between the customer and the call center agent.
7. What is SLA?
SLA is an agreement between the call center and the customer regarding the level of service the customer can expect.
8. What are KPIs?
KPIs are metrics used to measure call center performance.
9. What is workforce management?
Workforce management is the process of managing call center operations to maximize efficiency and improve customer satisfaction.
10. What are some common KPIs?
Some common KPIs used in call centers are Average Handle Time (AHT), adherence, occupancy, and customer satisfaction (CSAT).
11. Why is call center terminology important?
Call center terminology is important because it helps agents, managers, and customers understand each other precisely, enhances the efficiency of call center operations, and helps to meet customer expectations.
12. What is the benefit of FCR?
FCR reduces the need for customers to make multiple calls, which can lead to frustration and dissatisfaction, improves the efficiency of call center operations, reduces costs, and increases customer satisfaction levels.
13. What is the role of workforce management?
The role of workforce management is to manage call center operations to maximize efficiency and improve customer satisfaction by call forecasting, scheduling, and agent performance management.
👍 Conclusion
Understanding call center terminology is essential for effective communication and the smooth functioning of call center operations. From basic terms to more complex ones, we have covered everything you need to know to become well-versed in call center communications.We hope this guide has helped you understand the terminologie call center and how it can improve your business operations. Don’t hesitate to take action and implement what you’ve learned here to improve your customer service and overall performance!
Disclaimer
The information in this article is for educational purposes only and does not constitute professional advice. Consult a professional for advice specific to your business or industry. We do not make any representation or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the information contained in this article. Any reliance you place on such information is therefore strictly at your own risk.