Service Consultant Study Note

• 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