Prod Information
The act of sending a call to another department without staying on the line to introduce the customer.
Cold Transfer
It is the metric typically gathered via a post-call survey asking customers how happy they were with their recent interaction.
CSAT (Customer Satisfaction Score)
The operational offense committed when an agent fails to show up for their scheduled shift without notifying management in advance.
NCNS (No-Call No-Show)
The initial phase of a BPO job where new hires learn the product, systems, and communication skills in a classroom.
Training
The direct operational manager who leads a team of agents, tracks daily KPIs, and delivers weekly coaching.
Team Leader (TL)
The real-time action taken by WFM when call volume drops low, allowing agents to clock out early (on their own volition) without pay to save the company money.
VTO (Voluntary Time Off)
This is the overall time an agent spends on a single interaction with customers, calculated by adding talk time, hold time, and after-call work.
AHT (Average Handle Time)
The initial, documented disciplinary action given to an agent for a minor first-time infraction like being late to a shift.
Verbal Warning
The transition period where trainees take live calls for the first time while surrounded by heavily supportive trainers and coaches.
Nesting
The floor support specialist who acts as a walking encyclopedia, helping agents answer difficult process questions without making them escalate the call.
SME (Subject Matter Expert)
The centralized database where agents look up company policies, product details, and troubleshooting steps during a call.
Knowledge Base
This metric tracks the percentage of customer issues resolved during their very first call or chat, preventing repeat contacts.
FCR (First Contact Resolution)
A formal, time-bound action plan (usually 30 to 60 days) given to an underperforming agent to fix their metrics before they face termination.
PIP (Performance Improvement Plan)
The specific telephone state used when an agent is pulled out of the live queue to sit down for a one-on-one session with their Team Leader.
Coaching (or Training)
The specialist who listens to recorded calls and scores chat transcripts against a strict behavioral and compliance scorecard.
QA Auditor (or Quality Analyst)
The broad software category (like Salesforce or Zendesk) used to log tickets and track customer histories.
CRM
This metric measures long-term loyalty by asking customers how likely they are to recommend the brand to friends or colleagues on a 0–10 scale.
NPS (Net Promoter Score)
A temporary disciplinary action where an agent is legally banned from coming to work or earning pay for a few days due to a major policy breach.
Suspension
The training activity where a new hire listens to a live agent take calls using a split-headset adapter.
Side-by-side (or Shadowing), Side-barge
The chief executive responsible for overseeing global business delivery, ensuring all operational sites worldwide run smoothly and hit profit margins.
COO
The automated voice menu system that forces customers to "press 1 for sales, press 2 for support.
IVR (Interactive Voice Response)
In digital channels like email or tickets, this is the time elapsed between the customer submitting their issue and receiving the initial reply.
FRT (First Response Time)
The serious operational violation an agent is flagged for if they spend too long in an unauthorized auxiliary state while hiding from the queue.
AUX Abuse (AUX jumping, AUX misuse)
The state an agent selects to type up account notes or log a ticket immediately after a call ends.
ACW (or Wrap-up)
The analytical team member responsible for calculating call volume forecasts, creating agent schedules, and monitoring real-time queue states.
WFM (Workforce Management)