Agent Life
You've given the performance of your career for the last 30 seconds, problem is the first thing the caller says is "Hello?"
What is Mute?
First suggestion to fix most issues with most electronics, specifically your computer; "Have you ____?"
What is turn it off and on? (Restarted)
Routing tens of thousands of calls automatically to the correct places, callers still fight to try to bypass this.
What is IVR?
The equivalent of echolocation for customer service agents, this skill allows you to hone in on the issue.
What is active listening?
Caller thinks this issue will take a village to solve. It was one and done.
What is First Call Resolution?
Looks like you've been visited by Anna, Elsa, and Olaf.
What is Frozen?
Three Letters that measures multiple conversations.
What is AHT(Average Handle Time)?
From upset to laughing, taking a moment to put yourself in the caller's shoe changed the whole interaction.
What is Empathy?
For some reason, "how's the weather?" turned into the history of the fall of the roman empire. Somehow, you are going to have to wrestle this back.
What is Call Control?
A slip of a finger here, a misplaced digit there, and now you're calling IT for this reason.
What is Locked out?
Warm or Cold, the caller is getting connected one way or another.
What is Transfer?
Measure twice, cut once. Often mistaken for having eyes of a hawk with how one can zero in on an issue while utilizing this skill.
What is Attention to Detail?
It won't be a scramble if the previous agent left these clear.
What are Call Notes?
This has evolved from a prisoner to a prince to a long lost family member in these kinds of emails.
What is phishing (scam)?
Digitally, they are a number. Physically, they take a number.
What is the queue?
Trust is built brick by brick. A promise made is a promise kept. Just like swinging a bat, you would not stop short but...
What is Follow Through?
Sometimes, it is unavoidable but to become a part time sailor when call volume spikes.
What is AHOD (All hands on Deck)?
The extra layer to keep you nice and safe, at first is a pain but now is second nature for that added security.
What is 2FA/MFA?
Work Force Management and supervisors can think of this as a health bar and agents as a potion to heal this metric.
What is SL (Service Level)?
What is "Is there anything else I can help you with?"