Greetings! Are you familiar with the different terms used in the call center industry? If not, worry no more! As a customer service representative or simply someone who wants to know more about the industry, it is essential to understand the jargon used in call centers. In this article, we will be discussing the terminologies and meaning of the most commonly used words in the call center industry. From AHT to Upselling, we’ve got you covered! So, let’s dive in!
The Basics: Understanding Call Center Terminologies
Before we proceed to more complex terms, let us first discuss the basics. Here are the most common call center terminologies and their meanings:
| Term | Meaning |
|---|---|
| AHT | Average Handling Time – The average length of time a representative handles a call including hold and talk time. |
| ACD | Automatic Call Distributor – A system that manages incoming calls and redirects them to available agents. |
| IVR | Interactive Voice Response – A system that allows callers to interact with a computerized phone system using voice and/or touch-tone keypad. |
| Upselling | Offering additional products or services to a customer during a call to increase sales and revenue. |
| Cross-selling | Offering related products or services to a customer during a call to increase sales and revenue. |
| Hold Time | The amount of time a caller is placed on hold before being connected to an agent. |
| Abandoned Call | A call that disconnects before a representative answers it. |
Commonly Used Terminologies in the Call Center Industry
Now that we’ve covered the basics, let’s explore some of the more common terms used in the call center industry.
KPIs
Key Performance Indicators – These are the metrics used to measure the performance of agents and the call center as a whole. Examples of KPIs are AHT, First Call Resolution (FCR), and Customer Satisfaction scores (CSAT).
FCR
First Call Resolution – The ability of an agent to resolve a customer’s issue during the first contact.
CSAT
Customer Satisfaction – The level of satisfaction a customer has with the service provided by the agent.
NPS
Net Promoter Score – This is a metric used to gauge customer loyalty and satisfaction by asking customers how likely they are to recommend the company to others.
Escalation
When an agent is unable to resolve a customer’s issue, the call is escalated to a higher level of support or management.
Scripting
A standardized set of responses and questions that agents follow during a call.
Chat Support
A customer service channel where customers can communicate with agents through chat platforms.
Offshore
A call center that operates in a different country than where the company is based.
Inbound
A call that is made by a customer to the call center for assistance.
Outbound
A call that is made by an agent to a customer for sales, support, or marketing purposes.
Soft Skills
Personal attributes that enable agents to interact effectively with customers, such as communication skills, empathy, and problem-solving skills.
CX
Customer Experience – The overall experience a customer has when interacting with a company or brand.
Abandonment Rates
The percentage of calls that are disconnected before being answered by an agent.
Frequently Asked Questions (FAQs)
What is AHT?
AHT stands for Average Handling Time. This is the average length of time a representative handles a call including hold and talk time.
What is FCR?
FCR stands for First Call Resolution. This is the ability of an agent to resolve a customer’s issue during the first contact.
What is CSAT?
CSAT stands for Customer Satisfaction. This is the level of satisfaction a customer has with the service provided by the agent.
What is IVR?
IVR stands for Interactive Voice Response. This is a system that allows callers to interact with a computerized phone system using voice and/or touch-tone keypad.
What is Offshore?
Offshore refers to a call center that operates in a different country than where the company is based.
What is Cross-selling?
Cross-selling refers to offering related products or services to a customer during a call to increase sales and revenue.
What is Escalation?
Escalation occurs when an agent is unable to resolve a customer’s issue, and the call is transferred to a higher level of support or management.
What are KPIs?
KPIs, or Key Performance Indicators, are the metrics used to measure the performance of agents and the call center as a whole.
What is CX?
CX stands for Customer Experience. This is the overall experience a customer has when interacting with a company or brand.
What are Soft Skills?
Soft skills are personal attributes that enable agents to interact effectively with customers, such as communication skills, empathy, and problem-solving skills.
What is Chat Support?
Chat Support is a customer service channel where customers can communicate with agents through chat platforms.
What is Outbound?
Outbound refers to a call that is made by an agent to a customer for sales, support, or marketing purposes.
What is Scripting?
Scripting is a standardized set of responses and questions that agents follow during a call.
What is NPS?
NPS stands for Net Promoter Score. This is a metric used to gauge customer loyalty and satisfaction by asking customers how likely they are to recommend the company to others.
Conclusion
Understanding the terminologies used in the call center industry is crucial, whether you’re a customer service representative or want to know more about the industry. The terms discussed in this article are just a few of the many words used in the call center world. Don’t hesitate to do more research and expand your knowledge further!
Remember: mastering these terminologies can help you become a better communicator, increase your chances of success, and can even open up new opportunities for career advancement!
Now that you have a better grasp of these terms, it’s time to put them into practice! Start using these words in your daily conversations or learn more about them by reading informative materials. Always remember that continuous learning is the key to success!
Closing Statement and Disclaimer
In conclusion, we hope that this article has provided you with a better understanding of the terminologies used in the call center industry. We made sure to cover the most commonly used words and phrases to help you communicate with your customers and colleagues effectively.
Please note that the information provided in this article is for educational purposes only. The terminologies and meanings discussed may vary depending on the specific call center or company you work for. Always refer to your organization’s policies and procedures regarding the use of these terminologies.
Finally, we value your feedback! If you have any questions or suggestions, feel free to reach out to us. Thank you for taking the time to read this article, and we wish you all the best in your call center journey!