Call Center Terminology

What are the common Call Center Terminology?

Here are some of the call center terminology that you will often hear from call center agents in the Philippines.

1. Agent - Referring to the customer service representative
2. Agent Status -  This refers to the particular work status of an agent (i.e. busy/on call, wrap, idle, available, unavailable, etc.)
3. EOP (English Only Policy) - You are expected to adhere to this rule while inside the floor.
4. Floor - Refers to the whole area where agents take in calls.
5. CSR or Customer Service  Representative - His main tasks is to provide great customer service towards of the customer's issue.
6. TSR or Technical Service Representative - His main tasks is to resolve customer's technical related issue.
7. SBS (side-by-side) monitoring - Is the term used when someone wants to listen to you, and observe what you are doing while on a call.
8. Inbound Call - The type of call which the customer initiates on his end. This is the typical call center setting
9. Outbound Calls -  The type of call which the agent initiated to the customer. Normally happens if you are on sales account, appointment setting, and collections.
10.  LOB / Account - Is the term used for the brand that you represent.
11. Blended Agent / Split Skill Agent  - This is an agent who manages both inbound and outbound calls.
12. Average Handling Time (AHT) - This is basically the time you are talking on the phone per call. It includes the hold time, talk time and any tasks for you to complete the call or transaction
13. First Call Resolution (FCR) - It is a way to identify the customer's issue, the first time they contact a call center agent and got resolved.
14.  Abandoned Call - These are the unanswered calls that were waiting in the queue.
15. Queue - Customers waiting in line. You will see on your system on how many customers are waiting for an agent to answer their call.
16. Wrap Time - This describes the time taken by an agent to complete any transactions or documentation for a customer after the call has ended.
17. Schedule Adherence  - This is the schedule an agent needs to adhere to on his entire shift.
18. Documentation / Notes  - Is a summary of the call which the agent saves in the system database for documentation purposes. This is important for the next agent when it comes to investigating the nature of the customer's concern.
19. Remote Access  - Remote Access is a term used when an agent uses a software to interact with the customer through their computer. Normally used when there is a technical issue that is needed to resolve which customer can't do on their own.
20. Expected Wait Time  -- EWT is the expected time that customers are advised before they can speak to an agent.
21. Customer Relationship Management (CRM) - This is the system that an agent use to manage customer information, activities,
    and conversations.
22. Interactive Voice Response (IVR) - This is the menu which asks customers to press the buttons on their telephone to select the service they want. The IVR then routes the call to the most appropriate agent or department.
23. Team Leader - Is the person who guides and leads the team to achieve their individual metrics.
24. Coach - This is the person in a call center who provides additional support and technical knowledge to agents.
25. Workforce Management (WFM) - It is the department which main tasks are to determine and providing schedules to agents, forecasting, and projections for future events of the team.
26. Operation Manager - The one responsible for the business performance of the LOB.