Contact Center Jargon Practice Flashcards

A comprehensive set of 50 flashcards covering contact center jargon, metrics, and professional practices based on Unit 1 Lesson 5 of the Technology & Livelihood Education-10 curriculum.

What is the definition of Jargon as used in the contact center industry?

Specialized language used by a particular group, profession, or field that may be difficult for outsiders to understand.

According to the lesson, list three specific shorthand terms teams use to communicate quickly in a fast-paced environment.

$AHT$ (Average Handle Time), $FCR$ (First Call Resolution), and $SLA$ (Service Level Agreement).

What does the abbreviation $SLA$ stand for?

Service Level Agreement

What does the abbreviation $CSAT$ stand for?

Customer Satisfaction Score

What does the abbreviation $NPS$ stand for?

Net Promoter Score

Give three examples of jargon used to compress training content.

De-escalation, soft transfer, and dead air.

What is the meaning of the term Bio-break?

Short for biological break; a brief pause an agent takes to use the restroom.

What are the two common meanings for the acronym $AHOD$?

After Hours On Duty or At Home On Duty.

In some BPOs, how is $AHOD$ used for agents after their shift?

It refers to agents on standby or on-call status in case extra coverage is needed.

What does $AUX$ stand for in a call center environment?

Auxiliary

What is the function of the $AUX$ status?

It tells the Automatic Call Distribution ($ACD$) system that an agent is temporarily unavailable to receive incoming calls.

What specific administrative tasks might require an agent to enter $AUX$ status?

Documentation, emails, and reports.

In contact center jargon, what does the term Floor refer to?

The actual production area where agents sit and take calls.

What is a Huddle?

A short, informal team meeting where a supervisor shares updates, metrics, reminders, or motivation.

What is the typical duration of a Huddle?

Between $5$ and $15$ minutes.

What is a Long Call?

A call that exceeds the expected or average handling time, often flagged for review.

What are two potential reasons for a Long Call?

A complex customer issue or an agent struggling with the case.

What does the term Sup Call stand for?

Supervisor Call

When does a Sup Call typically occur?

When a customer requests a supervisor or an agent cannot resolve the issue and needs to escalate.

What can a high sup-call rate indicate about an agent?

Skill gaps, confidence issues, or recurring problems with certain call types.

According to the DOs and DONTs, what should an agent do before ending a call?

Confirm resolution.

What should an agent DO when a case is beyond their scope?

Escalate the case.

What is a major DON'T regarding company policy?

Do not make promises outside company policy.

What is the rule regarding the customer's confidential data?

Do not share customer data insecurely.

What does $ACD$ stand for?

Automatic Call Distributor

What is the primary function of the $ACD$?

It routes incoming calls to the most suitable agents.

What does $IVR$ stand for?

Interactive Voice Response

What does the $IVR$ system allow customers to do?

It allows customers to interact with automated menus.

How is $FCR$ defined in terms of gauging effectiveness?

It gauges the effectiveness of resolving issues on the first contact.

What does $AHT$ measure?

The time spent on customer interactions.

What does $CSAT$ specifically assess?

Customer happiness with service.

What do Service Level Agreements ($SLA$) outline?

Expected service performance levels.

What is Call blending?

A process that enables agents to handle both inbound and outbound calls.

What does the Occupancy rate indicate?

The percentage of time agents are actively working.

Define Escalation in a contact center context.

Forwarding issues to higher authorities for resolution.

What is Wrap-up time?

The period agents spend completing tasks post-call.

What does the Call abandonment rate track?

The percentage of callers who hang up before speaking to an agent.

What is Omni-channel support?

A system that ensures seamless service across various platforms.

What is the purpose of Call monitoring?

Evaluating calls for performance improvement.

What does $WFM$ stand for?

Workforce Management

What is the primary goal of Workforce Management ($WFM$)?

To ensure sufficient agent scheduling to meet call volume demands.

Agent adherence

Refers to the extent to which customer service representatives stick to their assigned schedules and follow expected work patterns.

Call Abandonment Rate

Measures the percentage of callers who hang up before reaching an agent.

FCR (First Call Resolution)

Measures how often a customer’s issue is resolved in their first call without requiring follow-ups.

Long Call

Refers to a customer interaction that extends beyond the average handle time, often requiring additional time and effort to address the customer’s needs.

Occupancy Rate

Measures the percentage of time agents are actively working versus waiting for calls.

SLA (Service Level Agreement)

Is an agreement that defines the expected level of service, like response times or resolution rates.