Call Center Basics: Guía completa sobre BPO, Métricas y Operaciones
Call Center Basics - Everything you need to know about the Call Centers world | Todo lo que necesitas saber sobre el mundo de los Call Centers
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English Topics
What is a Call Center or a BPO?
How does a Call Center Work?
What are the Departments or Verticals?
What are the stages inside a Call Center?
Basic Terminology.
Contacts and Interactions.
Channels.
Inbound and Outbound Contacts.
Quality Assurance - QA.
Average Handle Time - AHT.
Customer Satisfaction - CSAT.
First Call Resolution - FCR.
Conversion Rate.
Hold Time or Rate.
After Call Work - ACW.
Dead Air.
Available Time.
Back To Back.
Adherence.
Shrinkage.
Paid Time Off (PTO) and Voluntary Time Off (VTO).
Ghost Call.
Required Skills
Patience.
Active Listening.
Empathy.
Organization.
Tech Savvines.
How Operations Normally Work?
Accounts and Line of Business (LOBs).
What is a Call Flow?
Auxiliars (AUX) o Statuses
.
Coaching and Feedback.
Advanced Concepts.
Pricing.
Invoicing and Types of Contracts.
Occupancy and Utilization.
Service Level.
Request a Topic.
Temas en Español
AHT (Tiempo promedio)
FCR (Resolución)
Adherencia
Módulo 3: Habilidades Soft
Empatía
Escucha Activa
