KPIs
This metric measures the time a caller has to wait for a live scheduler to answer after the phone call has been delivered to the contact center.
What is average speed of answer (ASA)?
This Microsoft application integrates video conferencing, file sharing, and persistent chat, making it a primary platform for virtual training and collaboration channels.
This type of training is essential for experienced employees to keep skills sharp and up-to-date. It can also help employees close skill or knowledge gaps
What is Refresher Training?
This is the opening step of a caller interaction that sets the tone, and usually includes the scheduler's name, department name, and organization.
What is the greeting?
What is an auto-fail?
This metric is key for quality monitoring, tracking how often a caller's initial contact is passed along to a different scheduler or department.
What is transfer rate?
This company offers a cloud-based solution for intelligent call routing, virtual agents, and unified management across all communication channels.
What is Cisco?
A crucial first step for a new team member, this program often covers company culture, key policies and procedures, and initial role knowledge.
What is Onboarding?
This describes the demeanor of a scheduler who is courteous, respectful, and uses appropriate language, even when a caller is upset.
What is Professionalism?
In this type of review, calls are selected without pre-screening criteria to ensure a broad, unbiased sampling of scheduler performance across the team.
What is a Random Audit?
A well-managed contact center attempts to keep this metric low as it tracks the total time a scheduler spends on one interaction including talk and wrap-up time.
What is Average Handle Time (AHT)
This platform lets you quickly create and deploy step-by-step guides with annotated screenshots to build a searchable internal knowledge base.
What is Screen Steps?
Before you can click "enter" or view patient data, this is what the training team helps you secure for critical platforms.
What is Systems Access? or What is Access?
Before initiating this, a scheduler should ask permission and let the caller know the approximate wait time.
What is Hold Procedure?
This type of meeting bring quality analysts and other stakeholders together to listen to the same interaction and ensures everyone is using the exact same scoring standards.
What is a Calibration Session?
This four-letter acronym refers to a scheduler failing to answer an inbound call before the system automatically routes it back to the queue.
What is RONA (Ring-Out-No-Answer)?
This WFM platform uses AI to automate forecasting, create schedules, and track real-time adherence.
What is Calabrio? or What is Calabrio ONE?
This interactive training method requires schedulers to practice handling irate callers or complex scripts with a trainer acting as the caller.
What is role playing?
A good scheduler practices this by summarizing the caller's issue and asking clarifying questions like "So, if I understand correctly..."
What is Active Listening?
This acronym refers to the pre-established instructions and procedures that a company uses to ensure consistency and quality in its operations.
SOP
When a scheduler is logged in and working on the activities scheduled for them, such as taking calls or a training session, they are in compliance with this metric.
What is adherence?
This company's software is the largest Electronic Health Record system in the US used by major hospitals to manage patient charts, orders, and scheduling.
What is EPIC?
This comprehensive, structured learning path specifically designed to equip a brand new employee with the foundational skills needed for the job.
What is New Hire Training?
This is the concluding phrase of a call, which should involve confirming the resolution and asking the caller "Is there anything else I can help you with today?"
What is Final Assistance?
Often a structured process using a scorecard, this is the act of assessing a specific recorded interaction for adherence to a script, professionalism, and compliance.
What is a call evaluation?