CALLER TERMS
Abandoned Call
Also Called a lost Call. The caller hangs up before reaching an agent.
Audit Call
To examine carefully for accuracy with the intent of verification and to consider in detail the subject of analysis in order to discover essential strengths and areas of improvement.
Attrition
The term used to cover loss of staff from a center usually described as an annualized percentage of total staff.
BPO
Business Process & Outsourcing
Brand Advocate
The person who handles incoming or outgoing calls. Also referred to as customer service representative (CSR), rep, consultant, operator, technician, account executive, team member, customer service professional, staff member, attendant, associate, agent and specialist.
Answered Call
A call counted as responded to by an agent from the call queue.
Absence
Unplanned inability of an agent to work the scheduled shift. Typically, this arises from sickness, or not present at work without pay where the agent has no leave rights still (probationary period) or left.
Availability
The period spent waiting to accept and/or busy on an inbound or outbound contact.
AHOD
All Hands on Deck
Busy (Peek) Hour
A telephone traffic engineering term, referring to the hour of time in which a trunk group carries the most traffic during the day. The average busy hour reflects the average over a period of days, such as two weeks. Busy Hour has little use for incoming call centers, which require more specific resource calculation methodologies.
Available
The status of an agent who is logged into the telephone system and waiting for an inbound call.
Adherence
How well agents comply with their assigned shift schedules. Usually expressed as a percentage of logged on time, the duration an agent is log into the phone.
Benchmark
a term referred to as a standardized task to test the capabilities of devices against each other. In quality terms, benchmarking is comparing products, services and processes with those of other organizations, to identify new ideas and improvement opportunities.
ASA
Average Speed of Answer
Auxiliary Time Codes
is define as agent status that makes agent unavailable for incoming calls. This means your agents will be marked away or aux and will not receive calls. In order to track what agent is doing, call center assigns aux code.
Area of Opportunity
Identification of possible aspect of skills or attributes that may require improvements.
Blocked Call
A call that cannot be connected immediately because A) no circuit is available at the time the call arrives, or B) the ACD is programmed to block calls from entering the queue when the queue backs up beyond a defined threshold.
ACW
Also called Wrap-up and Post Call Processing (PCP), work that is required by and immediately follows an inbound transaction. Often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. Inbound calls are usually unavailable to receive another call while in this mode.
ACD
Automatic Call Distributor