Each Call Center in the Philippines has their very own lingo and vocabulary. Obviously, when a Filipino call center agent is conversing with you, you may not be able to comprehend him. Listed here is a listing of the most typical used call center lingo in the Philippines:
* Graveyard shift is work schedule from 10 pm until 6 am.
* Night Diff (night differential) can be a benefit payment each hour worked within the graveyard shift.
* Queuing is when phone calls are waiting around to be responded. When an agent hangs up, another call also comes in. this can be a usual reason for anxiety.
* TSR or tech support (tech support team representative) helps with troubleshooting with telephone, cable and internet services and products trying to solve issues over the telephone to avoid needless service calls.
* CSR (customer support representative) or “agent” interacts with customers to deliver info responding to queries concerning the products and also to manage and take care of issues.
* High avail (agents available) is really a time where there aren't a lot of calls arriving in.
* Dress down or casual day is an American business custom have been adapted by call centers where employees have a semi-reprieve from constrictions of a formal dress code.
* Floorwalkers, formally called floor support, are representatives that “walk the floor,” helping other representatives regarding queries, “sup calls” (callers that demand a supervisor) and overbreaks or long handle time.
* Stations are cubicles or computer units that the agents work with.
* Sup/TL for a supervisor or a team lead, who is in charge of metrics and work, and act as a direct superior to agents.
* Team is really a unit inside the Production Floor where agents interact to create team scores and operation measurements.
* Floor could be the production spot (sea of cubicles) where phone calls are obtained.
* ATT could be the mean discussion time, otherwise known as Average Talk-time.
* AHT may be the mean dealing time, otherwise known as Average Handling Time.
* Service Level may be the percentage of calls recieved in a determined time period.
* CPH/IPH is the amount of calls/inquiries each hour an agent handles.
* ACW/NR is the amount of time spent whilst not talking with a person asks for without talking with a customer.
* FCR may be the percent of calls that is totally take care of the customer’s concern (when the customer doesn't call back about the same problem in a particular period, it's regarded an effective resolution or FCR – first call resolution).
* Calls Abandoned may be the percentage of calls in which a customer hangs up the call.
* Idle Time may be the percentage of time agents spend simply because they're not yet prepared to take calls.
This might be only a total absurdity list for many but for many who are curious about trying their chance in the call centers in the Philippines, this can be list is their lifeline. The Philippine call centers have gradually crawled into the American culture as Filipinos gradually re-discovering the change.
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