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.
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.
The amount of time it takes an Agent to deal with all aspects of a call – includes talk time plus after call work
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.
A scorecard that shows a range of measures – typically based around graphs or traffic lights – that shows on a single sheet of paper how a call centre is performing.
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.
This term is widespread in business and means “The ethics of a company” e.g. do they pollute the environment etc. It is also confused with CSR describing and agent in the call centre.
A person employed in a call centre to answer the phone. Another name for this is Agent or Advisor. Care should be taken using this term as it also can be used as
The means of determining staffing and occupancy levels for Front- and Back-Office staff.
A measure of relative success for an individual interaction. Usually defined in terms of a single customer or account, a single issue or order and a predefined time range for a response to have taken place. Example: If a customer choses a set of particular Options on an IVR or an Agent appends a particular Result Code to an Account and the customer contacts the supplier/provider regarding the same criteria within (7) days, then that interaction would have failed FCR. Usually expressed as a percentage of the overall interaction volume.
Asks customers to press a button on their telephone key pad to select which service they want. The technology then routes the call to the most appropriate agent to handle the enquiry! Or it can ask customers to use their own telephone keypad to key information that will help the agent to validate who they are e.g. account numbers.
A (percentage) measure of (work) volume versus success criteria, by which the relative performance of a work unit is measured. Defines the targets and measures against which the Centre, the Teams and the Agents must perform. Usually based on a balanced scorecard of measures covering both efficiency and effectiveness.
Knowledge Management System
A network located in one building that links terminals, PCs and common equipment e.g. printers to that computers can share information and applications.
A contractual agreement between a service provider and the organisation specifying specific performance standards to be achieved.
Service Management Tool / System
The (remote) delivery of an item of software or a system by a provider to a subscriber or user base.
Blending of interaction types; where initial contact was made by Voice, the response may be via email, etc.
The means by which a voice channel is delivered as Packets through Internet Protocols, using a pr-existing streaming (CODEC) format, such as H.225, H.323 (see also SIP). LINK: http://www.protocols.com/pbook/VoIPFamily.htm
Electronic displays within the physical location of a call centre, used to give the management and agents a view of their own team’s performance. Wallboards can be used to display key performance criteria such as service level or calls queuing, again in real time.
An intra office data network used to connect terminals, computers and equipment across multiple sites.
The means of determining and providing Schedules, Forecasting and Adherence for a work force, against historical interaction volumes and known future events.