Service Consultant Study Note
作者:
柯小强 | 来源:发表于
2018-07-17 11:26 被阅读0次
- 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
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ACD – Automatic Call Distributor
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ACW – After Call Work
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AHT – Average Handle Time
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ANI – Automatic Number Identification
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API – Application Program Interface
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ASA – Average Speed of Answer
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ASP – Application Service Provider
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ASR – Automatic Speech Recognition
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ATA – Average Time of Abandonment
B
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BPO – Business Process Outsourcing
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BC/DR – Business Continuity/Disaster Recovery
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BCP – Business Continuity Planning
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BI – Business Intelligence
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BIC – Best-in-Class
C
-
CC – Call Center
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CCR – Customer Controlled Routing
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CDR – Call Detail Recording
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CED – Caller Entered Digits
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CEM – Customer Experience Management
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CIS – Customer Information System
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CLI – Calling Line Identity
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CMS – Call Management System
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CRM – Customer Relationship Management
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CSR – Customer Service Representative
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CTI – Computer Telephony Integration
D
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DID – Direct Inward Dialing
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DNIS – Dialed Number Identification Service
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DSL – Digital Subscriber Line
E
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EAI – Enterprise Application Integration
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ERMS – Email Response Management System
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ERP – Enterprise Resource Planning
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EWT – Expected Wait Time
F
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FCR – First Call Resolution
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FCRR – First Call Resolution Rate
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FTE – Full Time Equivalent
G
I
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INS – Intelligent Network Service
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ISDN – Integrated Services Digital Network
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ISP – Internet Service Provider
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IVR – Interactive Voice Response
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IXC – Interexchange Carrier
K
L
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LOA – Least Occupied Agent
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LAN – Local Area Network
M
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MIA – Most Idle Agent
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MMR – Multi Media Routing
N
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NSP – Network Service Provider
O
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OAM – Operations, Administration and Maintenance
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OJT – On the Job Training
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OPA – Off Phone Activity
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OSI – Open System Interconnector
P
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PABX – Private Automatic Branch Exchange
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PBX – Private Branch Exchange
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PCP – Post Call ProcessingPDA – Personal Digital Assistant
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PSTN – Public Switched Telephone Network
Q
R
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RFI – Request for Information
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RFP – Request for Proposal
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RNA – Ring No Answer
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ROI – Return on Investment
S
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SaaS – Software as a Service
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SA – Speech Analytics
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SBR – Skill-Based Routing
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SFA – Salesforce Automation
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SIP – Session Initiation Protocol
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SL – Service Level
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SLA – Service Level Agreement
T
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TAPI – Telephony Applications Programming Interface
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TCO – Total Cost of Ownership
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TTS – Text to Speech
U
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UC – Unified Communications
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UCD – Uniform Call Distributor
V
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VoIP – Voice Over Internet Protocol
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VPN – Virtual Private Network
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VRU – Voice Response Unit
W
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WAN – Wide Area Network
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WFM – Workforce Management
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WFO – Workforce Optimization
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