Call center agent Definitions

  • A

    automatic callback

    Automatic callback is a telephone system feature that permits a caller who gets a busy signal to instruct the system to establish the connection when the line becomes available... (Continued)

  • average handle time (AHT)

    Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

  • B

    blended agent

    A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed.

  • C

    call center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • collaborative browsing (co-browsing)

    Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • E

    escalation plan

    An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts... (Continued)

  • F

    fast clear down

    A fast clear down is a call center term for a caller who hangs up upon hearing a delay notice.

  • first call resolution (FCR)

    In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

  • H

    high-touch customer service

    High-touch customer service refers to the idea that some customer service issues are complex or high value and thus require human interaction to resolve, not just digital technologies -- such FAQ sections or online customer communities -- to solve.

  • I

    Incremental Revenue (Value) Analysis

    Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center.

  • L

    level of support (support level)

    Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers.

  • longest delay in queue (LDQ)

    Longest delay in queue (LDQ) is the longest time period that a customer in a queue waits before either connecting with an agent or hanging up.

  • O

    occupancy

    Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

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