Contact Centre Operations
This system acts as a matchmaker, automatically directing incoming calls to the next available agent.
What is an Automatic Call Distributor (ACD)?
If customers have to wait too long on hold, they'll likely hang up, negatively affecting this rate.
What is abandonment rate?
No crystal ball needed – using historical data and trends to predict future call volumes is known as this WFM process.
What is forecasting?
Some agents try not to chit-chat too much because a shorter call means a better result in this metric tracking the average length of a call (including hold and talk time).
What is Average Handle Time (AHT)?
Repeating and confirming what a customer says (e.g., “Let me make sure I understand...”) is part of this active listening technique used by great agents
What is active listening (paraphrasing)?
The friendly (or sometimes not-so-friendly) automated voice that says “Press 1 for sales, 2 for support” is this phone system feature
What is an Interactive Voice Response (IVR) system?
Agents should always say “please” and “thank you” to demonstrate this key customer service quality.
What is courtesy (or politeness)?
Agents who stick to their schedules like glue will have a high score in this metric that measures how well they follow their planned shifts and breaks.
What is schedule adherence?
If callers are humming along to hold music for too long, this metric – measuring the average time it takes for calls to be answered – will be high (and that’s not a good thing).
What is Average Speed of Answer (ASA)?
To provide consistent service, agents often follow a prepared guide or outline during calls, known as this.
What is a call script?
After finishing a call, an agent might spend a minute or two doing wrap-up tasks and notes, known as this.
What is After Call Work (ACW)?
Surveys asking customers to rate their experience with stars or smiley faces measure this.
What is Customer Satisfaction (CSAT)?
It sounds like it’s about occupied seats, but in a call center this term means the percentage of an agent’s work time that is spent handling calls (as opposed to idle time).
What is occupancy?
A contact centre might boast “We answer 80% of calls in 20 seconds” as their target for this service metric that measures responsiveness.
What is Service Level?
Even though the person on the other end can’t see you, doing this can make your voice sound friendlier and more engaging.
What is smiling (while talking)?
Instead of making you wait on hold forever, some systems offer to save your place in line and call you back when it’s your turn. This feature is called a ______.
What is a callback?
When a customer’s problem is solved during their first contact, this important metric is achieved.
What is First Call Resolution (FCR)?
Not talking about your sweater in the dryer – in WFM, this term refers to the portion of staff time lost to breaks, training, meetings, or other off-phone activities.
What is shrinkage?
When a customer’s issue is solved on the very first call with no follow-up needed, it counts toward this gold-standard metric.
What is First Call Resolution (FCR)?
Supervisors regularly meet one-on-one with agents to review performance and give feedback. These improvement-focused meetings are called coaching ______.
What are coaching sessions?
Managers sometimes play secret agent, listening to calls (live or recorded) as part of this quality control process to ensure service standards are met.
What is call monitoring (quality assurance)?
A customer rates 9 or 10 out of 10 when asked, "Would you recommend us?" This indicates they're this kind of promoter.
What is a Promoter (Net Promoter Score/NPS)?
An agent works a morning shift, has a long break in the afternoon, then returns for an evening shift later the same day. This kind of schedule is called a ______ shift.
What is a split shift?
If too many callers give up and hang up before an agent ever answers, this percentage rate will spike and indicate a problem.
What is the abandonment rate?
An upset caller says they’re frustrated. The agent responds, “I understand how you feel; I’d be frustrated too.” The agent is demonstrating this calming quality.
What is empathy?