Call Centre Training: Call Centre Terminology

The following words provide general codes for call centre workplaces.
Individual centres may offer new or different terms. (If you have access to a computer, use the Internet to search for the words: "call center terminology.")

Agent: a call centre employee.
AHT, Average Handle Time: the average amount of time an employee takes to handle calls. The employer wants this as low as possible. The employer is paid a flat rate by the call no matter how long it takes. The longer it takes, the less profit to the call centre.
Asking Questions: the employee uses this tool to get real information and to calm the customer.
Assurance: the customer must be told that you are on their side. You are there to help them with their issue or refer them to someone who will.
Borders, boundaries: Each job has a contract or rules that must be followed to serve the customer. The contract has borders, which the employee must honour. For example: if the client is getting information about a piece of software but they ask a question about their hardware that is not within the borders of their service agreement, the employee must not (is not obligated to) answer the question because it does not fall within their contract.
Call Control: the employee is required to always keep control of the call.
Remember that the employee is the one with the knowledge and the customer is the one with the problem. The customer needs the employee to satisfy their needs, so the employee maintains control of the call for a positive outcome.
Call Dumping: getting rid of the customer, maybe by giving them a long computer task and telling them to call back if help is still needed.
Calls Recorded: all calls are recorded.
Call Tracking: using phone surveillance or a Data Base Profiling System.
Call may be assigned a number and cross referenced to see how many calls are needed to solve the problem.
Call Volume (CV): the number of incoming calls, which can vary greatly and also the number of calls handled.
Caving in: giving in to the customer; giving extra information free or giving information that is outside the contract. In other words, working for nothing or giving freebies.
CIA, Customer Interaction Agent: a job specific term for an employee/phone worker.
Client: the company that contracts the services of the call centre. A call centre can have many clients.
Closing: asking the customer to purchase a product or service and making the sale (e.g. up-selling).
Codes: letters used to record items like meetings, training, etc. on computer logs.
Contact number: Phone number.
Contract: the specific job you are doing. The employee is assigned to work on one contract only, to do a specific job. Each job has a criteria and terms of agreement. It is the employee’s responsibility to stay within the contract.
Customer: The person who calls the call centre to get help.
Data Base Profiling System: computer system used to track calls and improve productivity.
DFFR: Debug, F disc, Format, and Reinstall. This is a technique to dump the customer, who will be occupied for a long time and have to hang up to do the procedure. Not a good thing!
Direct Approach: the employee uses an assertive manner to move the call forward when the customer is stuck. This can be used to resolve items or close sales.
Employee, Agent, CIA: the call centre worker.
Employer: the call centre.
Escalations: problems with call control and anger management. Employees may be penalized for every escalation that they cause or allow.
EQS, External Quality Service: the client will contract an outside company to randomly monitor and evaluate call centre service.
Flat Rate: the fixed amount of money a call centre receives from the client for each call. This does not include extra money earned for up-selling.
Free Options: self-service website used as a last resort (another way of dumping).
Friendly Reminder: asking the customer to do something NOW. Getting the customer to take action. For example: ask the customer to go ahead and get their VISA card or ask the customer to press Control/Alt/Delete right now.
FCR or FTR, First Call/Time Resolution: solving the problem in a single call. No follow-up is required and no replacement parts are sent out. (What the client wants.)
Handle time: the actual time a call takes.
Hard Reset: having the customer reboot their whole computer or start from scratch. This is another way of dumping the customer because the call is taking too long or is out of the control of the employee. (Also see DFFR.)
Hiring Blitz: a mass hiring. These occur when a new call centre opens and again as people leave and need to be replaced.
Humour: being light-hearted or mildly witty will help both parties, if it is done appropriately.
Idle Time: time when the employee is not on the phones and not productive.
The employee could be at a meeting or in training but they are logged as'idle'.
Incentive: a bonus or reward given to an employee for selling a certain amount or reaching a high level of production.
Incoming Calls: calls made by the customer to the employee.
Key to Success: "I remember that I am in control. The call centre pays me to sit and talk on the phone. I always know that the person on the other end must listen to me to get what they want!"
KISS Principle, Keep It Short and Simple: customers will do better if things are direct and very simple. They will probably not have the same language or skill level as the employee.
Legend: a script that explains the goals of the client. For example: the client may want customers addressed by their first name only, 3 times during a call. The employee uses the legend to remember the client criteria.
Listening: attending carefully and deeply to the customer's real needs and the details of the "issue."
Logs: employees keep a record of their calls.
Maintaining Focus: the employee remembers she is in control and the customer's ideas should not be taken personally.
Managers: "mentors."
MCCI: a manager of call centre interaction. May vary according to the company.
Mentors: managers, people who train and supervise the employee.
Metrics: the numbers used or measured against to analyze productivity. For example, your call centre will measure its CV against all call centres or an employee's AHT will be measured against the AHT of their section.
Non-confrontation: the employee is not aggressive with the customer.
Aggression results in escalation, which spoils the call and causes penalties.
OJT, On the Job Training: Employees are trained as they work.
Options: free service on the website. Call centres do not get paid when customers use free options, so employees will only use this as a last resort, to 'dump' or redirect a difficult client.
Outgoing calls: calls employees make to customers.
Outbound Telemarketing: calls made to sell products or services.
Outsourced Call Centre: a call centre that is sub-contracted by, to or from the call centre you work for. For example, you may be outsourced to handle calls from another centre or a different call centre company. The customer may have passed through several centres before they are passed on to you.
The customer may have been handled by several people or have been waiting in queue for a long time before you get them.
Package: a value-added, up-selling service contract or advanced agreement that will profit the call centre as well as the customer.
Penalties: employees may receive some form of punishment for mishandling calls.
Personal Call Volume: the number of incoming calls that you are able to handle on average. An employee might handle 20 calls per shift, according to their assignment.
Personal Time: bathroom breaks, personal phone calls.
PIP, Performance Improvement Plan: employees may be evaluated according to their initial and subsequent performance. If the employee does not improve or meet a quota of calls, the employer may reprimand them or use progressive discipline.
Politically Correct Language: language that is polite and inclusive (does not exclude anyone or put anyone down) and is neutral for ability, age, gender, race etc. (respectful of diversity).
Positive Closure: asking the customer if they are happy with the service after the transaction is complete. This leaves the customer on an upbeat note.
Positive Language: the employee may look for ways to ease or diffuse calls by using gentle, non-threatening language. For example, the employee could substitute the word "problem" with the word "issue."
Praise: the employee looks for opportunities to give positive feedback to the customer. This may motivate the customer and help them deal with anxiety, frustration, etc. It may also create cooperation for a speedier resolution of the call.
Progressive Discipline: a series of warnings about performance, beginning with verbal warnings and increasing to written warnings, interviews, suspensions and termination (firing).
Queue: (pronounced 'Q') a line up of customers who are waiting in order.
Ramping up: getting established; becoming experienced and productive.
Reading the customer: with practice, the employee may learn to understand and predict the customer's mood, problems and outcome. This will improve success and satisfaction for both parties. (Useful throughout life.)
Relationship Lead or Leader: another term for manager.
Script: the written words and sentences an employee must use to handle calls according to the specifications of the client.
SDM, Service Delivery Manager: a top team manager. This type of term will vary with each unique call centre. This person will probably go out and find contracts with clients to keep the call centre in business.
Service Contract: the manufacturer's original agreement, which can be changed without notice. For example: the customer may have a full parts and warrantee contract. If the manufacturer decides the service is too expensive, they may change the terms of the contract. The contract may also expire and the customer may purchase a new contract.
Site Call Volume: the number of incoming calls that a call centre can handle compared to other call centre locations. (Belleville has one of the best records, due to the number of skilled workers and the generally agreeable manner of employees.) A call centre might receive 1000 calls per day.
Smile: it comes across in your voice. (Also see humour.)
Staggered Hours: shifts may be split up during the day. A person may work
9-12 and 4-8 and they take meals on their own time.
Stalling: the employee keeps the customer waiting if he is out of control.
They may make an excuse to look for information, call the manager, etc.
The customer may be put on hold or lead into a side discussion to diffuse the situation.
Stretching: body movement to prevent stress and improve well-being. Also used to describe a stalling technique.
Talk Ratio: the time on the phone. A high talk ratio is good and it includes listening. This means more time is spent on the phone with the customer than in other activities like idle time.
Ticket Number: the number assigned to a customer issue that will track through the system by being recorded in the data base and pulled up with each successive call.
Times per hour: the number of calls and the length of the calls that you can produce in one hour. After you become trained and experienced, you will expect to change your times. You will increase your number of calls and decrease the length of each call. For xample, when you start you may complete 2 calls per hour and take 27 minutes to complete a call. After a few weeks you will expect to take 12 minutes for a call and complete 4 calls per hour, doubling your productivity and reducing your AHT by half.
TS, Team Supervisor: the employee's boss.
TSC, Technical Support Contract: a package for service that the customer may purchase for long-term care and savings. This may be a profitable upsell for the employee.
TSS, Tech Support Services: the free or fee per call service to the customer.
Two Masters: the employee has two masters; the client who wants FTR (First Time Resolution) no matter how long it takes and the (call centre) employer wants high CV.
Up-selling: offering additional products or services to the customer to increase sales and/or satisfaction of the customer. For example, a customer may order a set of books. You may then offer them a rack or binder to keep them in. Another example is the customer may have a service problem and there is a charge for each service call. You may sell them a service contract so they call have unlimited service for a period of time.
Venting: the client needs time to blow off steam when they first call. The employee listens carefully and lets them vent so they are ready to get to work on the item.
Walking in: coming in 100% prepared; being ready to function on day 1.
Weeding out: eliminating employees who are not suitable or not productive in a call centre context.
Yelling: the customer is shouting, abusive and out of control. The employee may wish to park, stall or dump this customer. They may also use the 3 Strike Rule.