Service Consultant Study Note
2018-07-17 本文已影响0人
柯小强
- Service metrics
- Service Level: The % of calls answered within a predetermined number of seconds
- Response time: The average time it takes to respond to a customer call
- Abandonment rate: The number of callers that hang up before they connect to an agent
- Average handle time: The average amount of time spent on each call, including administrative duties associated with the call
- First call resolution: The ability to resolve the query or concern on the customer's call
- Customer satisfaction: Customer's measure of a contact center's performance
- Quality monitoring scores: The observation of live or listening to recorded calls by evaluators for the purpose of rating effectiveness
Call Center Acronyms
A
- ACD – Automatic Call Distributor
- ACW – After Call Work
- AHT – Average Handle Time
- ANI – Automatic Number Identification
- API – Application Program Interface
- ASA – Average Speed of Answer
- ASP – Application Service Provider
- ASR – Automatic Speech Recognition
- ATA – Average Time of Abandonment
B
- BPO – Business Process Outsourcing
- BC/DR – Business Continuity/Disaster Recovery
- BCP – Business Continuity Planning
- BI – Business Intelligence
- BIC – Best-in-Class
C
- CC – Call Center
- CCR – Customer Controlled Routing
- CDR – Call Detail Recording
- CED – Caller Entered Digits
- CEM – Customer Experience Management
- CIS – Customer Information System
- CLI – Calling Line Identity
- CMS – Call Management System
- CRM – Customer Relationship Management
- CSR – Customer Service Representative
- CTI – Computer Telephony Integration
D
- DID – Direct Inward Dialing
- DNIS – Dialed Number Identification Service
- DSL – Digital Subscriber Line
E
- EAI – Enterprise Application Integration
- ERMS – Email Response Management System
- ERP – Enterprise Resource Planning
- EWT – Expected Wait Time
F
- FCR – First Call Resolution
- FCRR – First Call Resolution Rate
- FTE – Full Time Equivalent
G
- GOS – Grade of Service
I
- INS – Intelligent Network Service
- ISDN – Integrated Services Digital Network
- ISP – Internet Service Provider
- IVR – Interactive Voice Response
- IXC – Interexchange Carrier
K
- KB – Knowledge Base
- KM – Knowledge Management
- KPI – Key Performance Indicator
L
- LOA – Least Occupied Agent
- LAN – Local Area Network
M
- MIA – Most Idle Agent
- MMR – Multi Media Routing
N
- NSP – Network Service Provider
O
- OAM – Operations, Administration and Maintenance
- OJT – On the Job Training
- OPA – Off Phone Activity
- OSI – Open System Interconnector
P
- PABX – Private Automatic Branch Exchange
- PBX – Private Branch Exchange
- PCP – Post Call ProcessingPDA – Personal Digital Assistant
- PSTN – Public Switched Telephone Network
Q
- QA – Quality Assurance
- QM – Quality Monitoring
- QoS – Quality of Service
R
- RFI – Request for Information
- RFP – Request for Proposal
- RNA – Ring No Answer
- ROI – Return on Investment
S
- SaaS – Software as a Service
- SA – Speech Analytics
- SBR – Skill-Based Routing
- SFA – Salesforce Automation
- SIP – Session Initiation Protocol
- SL – Service Level
- SLA – Service Level Agreement
T
- TAPI – Telephony Applications Programming Interface
- TCO – Total Cost of Ownership
- TTS – Text to Speech
U
- UC – Unified Communications
- UCD – Uniform Call Distributor
V
- VoIP – Voice Over Internet Protocol
- VPN – Virtual Private Network
- VRU – Voice Response Unit
W
- WAN – Wide Area Network
- WFM – Workforce Management
- WFO – Workforce Optimization