Every industry has its own wording and jargon. If you walk into a BPO floor, you might hear people talking about "Omnichannel" or "Outbound conversion." Mastering this vocabulary is essential for understanding how the business measures success and will make you proficient enough to manage your way around.
Here is the complete list of terms we will be covering in this section:
- 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.
Are we missing a term, or did we explain it wrong? Please leave a comment below, and we will work on it.
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