Call Center Basics
This metric measures the average amount of time an agent spends handling a call from start to finish.
What is AHT (Average Handle Time)?
When you listen carefully while mentally screaming “I know, I know.”
What is active listening?
This score tells leadership if customers liked you more than the hold music.
What is CSAT?
This value shows up when you set clear goals, own outcomes, and welcome feedback—even when it’s uncomfortable.
What is Accountability?
This frequently updated CP News article houses all updated information regarding the Spendables card
What is Spendables Program Trending Updates for 2026?
This status is used when you’re not taking calls but rather 'Notating'.... :)
What is AUX Default?
Saying “I understand how frustrating this is” instead of saying what you’re actually thinking.
What is empathy?
This AI based platform monitors your Quality.
What is Qualtrics?
Making the right decision despite fear, uncertainty, or pushback reflects this value.
What is Courage?
This section includes My Assignments, Completed Trainings and all Knowledge Checks
What is Education Center?
This happens when a customer hangs up moments before hearing your charming greeting.
What is call abandonment rate?
This skill involves clearly explaining information in a way the customer can easily understand—without jargon or rushing.
Clear Communication Skills
Solving the issue the first time—because who wants to callback?
What is FCR (First Call Resolution)?
This value means approaching every interaction as a chance to learn something new.
What is Curiosity?
Here you will find a list of articles you have subscribed to.
What is ' My Favorites'?
This is the term used when a customer is moved from one agent or department to another.
What is a transfer?
Keeping your cool and passing that cool along to the member when they start at level 10.
What is de‑escalation?
This measures how closely you follow your schedule down to the minute. Yes, the minute.
"YOU ARE OVER ON BREAK!" ;)
What is adherence?
Integrity, honesty, and being willing to show vulnerability are key to this value.
What is Trust?
This CP article outlines the process for member, provider, and third-party verification.
What is Caller Identity Verification?
This metric tracks whether you logged in on time, took breaks on schedule, and didn’t “accidentally” disappear for 12 minutes
What is Adherence?
This analysis looks past the symptom to find what actually caused the issue in the first place.
What is Root Cause Analysis?
This predator was swimming in Earth’s oceans millions of years before the first tree ever existed
What is a shark?
When we view our work through the lens of our mission, we are living this value.
What is Service?
This is the timeframe for News Articles before they expire.
What is 90 days?