Similar to FCR, Next Call Prevention refers to avoiding another call from a customer by satisfying their needs on first call.
The length of time a customer is expected to wait to speak or engage with a customer service agent.Īn important metric, FCR measures the ability of an agent to satisfy the customer’s needs based on their first interaction.Ī technology that allows a computer or technology to interact with humans through voice or keyboard actions.Ī technology used to store complex or unstructured information used by a computer system.Ī system used to manage, create, share and use knowledge and other types of information within a company.Ī piece or type of data used to measure performance within a company or call center.Ī computer network that connects devices within a group or set of buildings. Understanding their employee satisfaction rates help keep their attrition numbers intact. Attrition is a very important piece to BPO’s. DPC is referred to as dollars collected per call.īelieve it or not, ESAT is a very important call center acronym. This is specific to those agents that work in the collections environment. The system which holds each and every customer’s document needed to properly handle a customer’s needs. Used in call center environments that handle a large number of incoming calls, CTI helps agents take a data-driven approach when handling customer service needs. Manages customer interactions with agents and/or company, as well as data with current and potential customers.Īlso known as the call center acronym of CSR, the customer service agent is those that engage directly with customers via phone, chat, email, or other platform.Ĭontrolled by customer’s, this is a post-engagement or post-call survey completed by customer to gage their level of satisfaction with their agent. Method of inbound call are made to a contact center that identifies caller information. Technology that stores customer information in one place with real-time updates. Valor Global is a contact center BPO delivering cost effective, robust 24/7, bilingual, onshore and offshore support modelsĪlso known as a universal queue (or US for call center acronym purposes), a BUQS integrates multiple channels used for customer communications such as phone, email, chat, and social media. The percentage of inbound phone calls made to a contact center that are abandoned before being connected to an agent in real time.Ī superior product or call center within a specific market.Ī method of subcontracting call center operations to third-party vendor. The amount of time it takes a call center agent to answer a phone call from a customer.Īutomatic speech recognition is a software that prompts caller to answer certain questions to route the caller to the appropriate agent. Perhaps one of the most popular call center acronym across the business. Who knew call centers had so many acronyms? No need to fear, we’ve compiled a list of the most popular call center acronyms so you can be prepared before your first day.
You’re stoked! You love helping people through conversation and you just landed your first call center position! You enter your first day of training and your trainer starts saying things like ACW, AHT, BPO… and you’re lost and perhaps a little overwhelmed.
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