Call centres are littered with buzzwords, jargon
and abbreviations. There are lots of three letter
acronyms or TLAs used in call
centres.
1.
3-2-1
(Idea Generation Technique): Used
to gather information from several people in a short space of time. Focused on
identifying immediate solutions to a specific issue.
2.
ACW -
After Call Work: A period of time immediately after contact with the customer
is completed and any supplementary work is undertaken by the Agent, in relation
to that interaction.
3.
AHT
(Average Handling Time): The amount
of time it takes an Agent to deal with all aspects of a call – includes talk
time plus after call work
4.
Agent: The person who receives and makes customer telephone calls.
May also deal with customer correspondence and customer e-mails. Also known as
Customer Advisor or Customer Representative.
5.
Agent
Status: The Agent status at a particular point
in time e.g. wait, talk, wrap, idle, unavailable.
6.
ACD
Automatic Call Distributor: The
telephone system that takes all the calls either coming into (or going out) of
a centre and directs each call to the right person or team to answer, queuing
the calls where necessary. The ACD system can handle multiple telephone numbers
coming into the centre, and produces a range of Management Information reports
about the call traffic and the agents handling those calls.
7.
ANI -
Automatic Number Identification: A
feature of the telephony network to capture a callers identifying telephony
number.
8.
Automated
Speech Recognition: A solution to automate some or all
parts of a customer call. It allows the caller to interact with your call
centre, using their natural language, without the involvement of an Agent.
Speech recognition can be applied to some or even all parts of a call,
particularly where the information that you collect is in a standard form.
9.
Automatic
Call Distributor (ACD) : The type
of telephone system used in most call centres. Sometimes called a call centre
it is used to queue callers and distribute the calls to agents. It usually
includes the ability to generate statistics. Manufacturers include Aspect,
Avaya (used to be called Lucent), Cisco, Nortel and Rockwell. It may be a
dedicated telephone system or part of an office telephone system.
10.
Average
Speed Of Answer: The average time (typically in
seconds) for calls to be answered in the call centre. This needs to be treated
carefully since it deals with the arithmetic mean. For example if 9 calls were
answered immediately and at a very busy period one call waited for 10 minutes
to be answered - it would treat the average speed of answer at one minute - even
though 90% of calls were answered immediately.
11.
Business
Process Outsourcing (BPO) : Taking
a business task and getting another company to deliver it. This term is
typically used to mean moving call centres and other business functions to
India and other lower cost countries.
12.
Call
Avoidance: A proactive strategy to reduce the
number of unwanted or low value calls-for example failure avoidance by
eliminating repeat calls; or call automation through self-service.
Taken from : http://www.callcentrehelper.com/wiki/Call_Centre_Jargon
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