Key Terms
The name of the person who responds to inbound customer contacts like account inquiries, complaints, or support information?
What is a Customer Service Representative (CSR)?
Before she became a celebrity and one of the most recognizable faces in Hollywood, she held a job in outbound sales calls for a timeshare company.
Who is Jennifer Aniston?
AHT stands for _____.
What is average handle time?
Robust training program, call monitoring, monthly report cards, and reviewing staff performance.
What are some qualities of a best in class contact center?
Research found that approximately what % of all calls coming into Federal Contact Centers are misrouted and result in billions of minutes of wasted talk time and millions of dollars wasted.
What is 10%?
Technology for managing all company’s relationships and interactions with current and potential customers.
What is CRM?
Research reports that ____% of millenials prefer some other channel to voice.
What is 70%?
The term for the percentage of phone calls answered within a predetermined period of time, typically in seconds.
$___ will be lost by US companies due to bad customer experiences according to a NewVoiceMedia Study.
What is $63 billion?
Name 4 of the largest Federal government contact centers.
What are Dept. of Education Federal Student Aid, DOD, IRS, SSA, Dept. of Commerce, USCIS, HHS’ Medicare and Medicaid Programs & Dept. of Veterans Affairs?
Also called a lost call where the caller hangs up before reaching a CSR.
What is an abandoned call?
The contact center type that provides a seamless experience across all touchpoints.
What is an omnichannel contact center?
The waiting line for delayed calls.
On June 11, 2016, Zappos had their longest customer service call, which lasted how long?
What is 10 hours, 43 minutes?
The estimated annual spend for Federal contact centers?
Telephone connection over the Internet.
What is VOIP?
One of our CoE team members who has a love for breakfast sandwiches, music and Mezcal, taught Tae Kwon Do, and has secret DJ talents.
Who is Brian Whitaker?
A Repository for articles and FAQ’s.
What is a knowledge management solution?
Agents make calls to customers on an agency’s behalf.
What is an outbound contact center?
The number of contact centers in the Federal Government last reported.
What is 200?
The art and science of having the right number of agents, at the right times, to answer an accurately forecasted volume of incoming calls at the service level standard set by the contact center.
What is Workforce Management?
A call that is resolved during the first contact.
What is First Call Resolution?
The average amount of time that it takes for a call to be answered at a contact center.
What is average speed of answer?
Number of contacts escalated to Agency Tier 3 Network / Total contact volume.
The most expensive contact channel.
What is walk-in inquiries?