Call Center Acronyms
AHT measures how long it takes to complete calls over a given time period. It's talk time +hold time + after call work.
What is Average Handle Time?
The meaning of the acronym "ECQ"
What is Enhanced Community Quarantine?
We are _______ in our pursuit of excellence.
What is tenacious?
What is CES?
or
What is ESTART?
Key tasks of this group are handling knowledge transfer for new hires, and listening to calls to check for compliance to the account's prescribed call/process flow.
Who is the Training & Quality team?
Also known as CSAT, this term refers to how happy the customer is with how their concern was handled.
What is Customer Satisfaction?
An item that employees are required to wear at the office at all times, even while taking calls.
What is a face mask?
We are _________ about our clients and staff.
What is fanatical?
This is a website where you can access Concentrix learning modules for self improvement.
What is CNXU or Concentrix University?
This department handles real-time monitoring, reports and analytics, scheduling, among other tasks.
Who is the Workforce Management or WFM team?
This refers to a meeting exclusively between a team leader and an agent, to discuss performance. OTO can also be referred to as a coaching session.
What is a One-To-One?
Concentrix employees can apply for this type of leave if they were required to go on self-quarantine, with approvals dependent on company policy and DOLE guidelines.
What is a Pandemic/Epidemic Leave?
or
What is PEL?
We all _________ and are one Concentrix.
What is contribute?
This website contains information on Concentrix processes and policies. It also contains links to download forms needed for both company and government applications.
What is HR Online?
CPUs, monitors, Avayas, keyboard, mice, network issues and other tech-related concerns are handled by this department.
Who is the IT Team?
Commonly seen and heard in our pantry, CLAYGO is a request for all staff to tidy up after they use the facilities for meals or other related purposes.
What is Clean As You Go?
The process of gathering names of people who have been in close proximity of a person identified as COVID positive.
What is contact tracing?
We are __________ in the marketplace.
What is disruptive?
This tool is for processing incident reports and disciplinary actions for staff with code of conduct violations.
What is DMS or Discipline Management System?
One of their main responsibilities is to look for and screen applicants, process their onboarding and ensure we fill our new hire classes for Operations.
Who is the Talent Acquisition or TA or Recruitment Team?
Also referred to as metrics, KPIs are collectively used to gauge if employees are performing well or not.
What is a Key Performance Indicator?
This is the hashtag Concentrix used when sending emails and announcements on actions we are taking or need to take in our battle against this virus. There were reminders such as keeping your mask on, and maintaining one meter distance, to name a few.
What is #EndTheSpread?
We have __________ views on how we run a business.
What is contrarian?
It is a mobile app developed by Concentrix for Concentrix. This allows you to view updates, answer surveys, raise helpdesk tickets, and give kudos to your colleagues
What is the CNX One App?
Most employees know them as custodians of Cyberwest. We reach out to them if we need help with cleaning up, checking our air-conditioning, and transmitting documents to another site, but they do so much more for us behind-the-scenes. They help with upkeep of our building and facilities.
Who is the Admin/Facilities Management/Real Estate Team?