Hoop meaning call center

Need to look up the meaning or full form of some BPO Jargon? We have compiled a glossary of all the key call centre terminologies, with an explanation for each term and buzzword. An abandoned call is when the caller hangs up before reaching an agent.

By Celia Cerdeira. Navigating contact center terms is tricky, particularly when it comes to all the acronyms and abbreviations used. Whether your job involves complex technical support or simply providing product updates, knowing customer service acronyms and call center abbreviations is essential. Consider this your go-to source to decode the language of call centers. Call center abandonment rate is a call center metric that records the percentage of calls terminated by callers after being placed in a queue after going through an IVR and before ringing an agent or ring group. After call work ACW is the average amount of time an agent takes to wrap up a call. An application program interface API is a software intermediary that allows two applications to talk to each other.

Hoop meaning call center

Abandoned After Threshold A key performance indicator KPI measuring number of calls disconnected after waiting in queue beyond a previously established time threshold. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance. Abandoned Before Threshold A key performance indicator KPI measuring number of calls disconnected before reaching a previously established time threshold. Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response IVR unit. The inverse of answer rate. Activity Codes Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist. Adherence Also known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule. ACW encompasses data-entry, activity codes, dispositions, form completion and post-call communication. An agent handles customer interactions and contacts in the call center. Agent Availability Often conveyed as a percentage, agent availability is a measure of the time that Brand Specialists are available to accept inbound calls. Agent Occupancy The amount of time a Brand Specialist is actively in talk time or after-call work versus idle waiting for a call , frequently expressed as a percentage.

Also known as outsourcing medical contact center.

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Did you know the average person spends 90, hours at work in a lifetime? That breaks down to about a third of your entire life. By the way, let me know about the meeting. Agent : These are the call center representatives who handle incoming and outgoing customer calls or any other communication with customers in the contact center. Blended agent : An agent who manages inbound and outbound calls and applications as needed, which is determined by contact center traffic levels. Coach : In a call center, a coach provides additional support and technical knowledge to agents. Customer service representative CSR : Anyone who interacts with customers.

Hoop meaning call center

Abandoned After Threshold A key performance indicator KPI measuring number of calls disconnected after waiting in queue beyond a previously established time threshold. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance. Abandoned Before Threshold A key performance indicator KPI measuring number of calls disconnected before reaching a previously established time threshold. Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response IVR unit. The inverse of answer rate. Activity Codes Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist. Adherence Also known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule. ACW encompasses data-entry, activity codes, dispositions, form completion and post-call communication.

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Also called Queue Time, delay is the time a caller spends in queue waiting for an agent to become available. Business intelligence BI is a combination of analytics, data mining, data visualization, data tools, and infrastructure to help call centers make more data-driven decisions and improve agent efficiency and customer experience. This involves the integration of messaging apps like WhatsApp, WeChat and Messenger with automation, so advisors can respond to customers in exactly the same way, no matter which app they choose. This can be used by Brand Specialists to guide customers in website navigation. Trade carried out via an electronic network, mainly the internet Economies of Scale A concept based on the premise that businesses do well and can become more efficient when larger group sizes are used. Time Series Approach By analyzing past data, effects of trend rates and seasonal factors, a time series approach to analysis helps to forecast future events relevant to the call center. Survey Blocks. Warm Transfer When a Brand Specialist talks to a caller, but then escalates the call to another Brand Specialist or supervisor for further assistance. VRU See voice response unit. The automatic call distributor ACD can display real-time statistics to convey the current state of a Brand Specialist. FTE See full-time equivalent. An outbound dialling campaign involves tasking agents to place calls with the intention of making sales, generating leads, marketing a brand, or performing research. The minimum number of agents required to achieve service level and response time objectives for a given period of time. Probing questions are questions that you ask to gain greater insight into what someone has just told you, helping you to uncover the reasons and emotions behind what they have said. Schedule adherence Schedule adherence is a metric that tells how effectively an agent follows their schedule.

By Celia Cerdeira.

Software that mediates between different types of hardware and software on a network, so that they can function together. Ring Delay A setting to adjust the number of rings before a call is automatically answered by an automated attendant or the caller is given a busy signal. Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. It consists of telephone lines, fiber optic cables, cellular networks, communications satellites, and undersea telephone cables, all interconnected by switching centers, which allows most telephones to communicate with each other. Here an algorithm is used to predict when an agent is likely to become free and dials in anticipation of this so that the non-productive time that an agent spends between calls is minimised. Back to Top I. D — Call center acronyms and terms starting with D. It is important to note how your organization or outsourcing partner is specifically counting offered calls. What is an acronym for good customer service? ATT See average talk time. Web forms An online form used to collect data from viewers. For example, when a caller inputs an account number on the keypad of their phone, the number is sent to a data system, where it is matched to existing data. Also see pharmaceutical contact center. The term is used to signify the official time that contact centres stop answering new contacts for the day. The turnover rate is the percentage of employees that leave the company on an annualized basis.