Call Center Basics
This metric helps decide whether a call feels quick or never-ending.
What is Average Handle Time (AHT)?
Who is Brian Matheron?
This is one of the simple actions that can help calm a frustrated customer.
What is listening?
When you're talking but nothing is happening.
What is "You're on mute"?
You hear and breath out of these, and it continues to grow throughout your life!
What is ears and nose?
This metric improves when customers don't need to call back.
What is First Call Resolution (FCR)?
They are the epitome of Disney adult!
Who is Myca Rouse?
This is a phrase that customers often dislike and then have to be transferred.
What is "That is not my department"?
This is usually said right after someone had audio issues.
What is "Can you hear me now"?
This color used to be reserved for royalty.
What is purple?
This part of the call happens after the customer hangs up but still gets recorded.
What is After Call Work (ACW)?
The man, the myth, the SalesForce Wizard.
Who is Patrick Stevens?
Supports expectations when handling a case so the customer only has to work with one person.
What is ownership?
This phrase is collaborative and usually means there will be another meeting.
What is "Let's take this offline"?
This material is stronger than steel by weight.
What is spider silk?
This metric measures how many times a customer says, "Yes, I'd hire you!"
What is Customer Satisfaction (CSAT)?
It wouldn't be a day at GridPoint if we didn't catch him talking about his daughter, his legos, or the Kansas City Chiefs.
Who is Jason Pope?
This part of the call is the customer's first impression.
What is the greeting?
That thought you have when the meeting is simple and quick.
What is "This could have been an email"?
Wait what? Their heart is in its head?
What is a shrimp?
A phone call? That's so 2024. Customers can now choose this contact option to interact with us.
What is SMS?
A man of many titles! Donut connoisseur, wig enthusiast, steak critic, one of GridPoint's oldest employees.
Who is Brandon Whorley?
This is the main reason why customers will abandon a call.
What is long wait times?
This means, "we'll discuss it at a later time".
What is "let's put a pin in that"?
This country invented ice cream.
What is a China?