July 16, 2018

A List of Call Center Terminology Every Agent Should Know

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There is a set of specific key phrases and terminology every call center agent should know that is universal and used throughout the industry.

  • FCR (First Call Resolution): The goal or objective of every agent should be to attempt to resolve a customer’s issues on the first call.
  • Blended Agent: This is a person who not only answers inbound calls but also makes outbound calls.
  • Caller ID CLI (Calling Line Identity): A technology that not only displays the callers’ phone numbers but also automatically matches their previous call histories through a computer app.
  • CTI (Computer Telephone Integration): Technology which blends computer apps with telephone voice calls to initiate the start of a call and make a screen pop up with the customer’s information.
  • EWT (Expected Wait Time): The amount of time before customers can speak to a live person.
  • IVR (Interactive Voice Response): The automated telephone answering system that helps direct callers to the right agents based on their input.
  • VRU (Voice Response Unit): A technology that allows callers to either speak or input key tones when responding to questions asked by the IVR.
  • Web Self-Service: A service support options where customers can seek help through a company’s website and text messaging.
  • CRM (Customer Relationship Management): A software app that contains data and information about customers, including previous orders, support calls, and other vital information.
  • AWT (Average Wait Time): Also know as “Average Speed of Answer” (ASA), this is the average amount of time a caller waits in queue until a live agent answers the line.
  • ACW (After Call Work): The amount of time spent by an agent to enter notes and complete any additional work for a customer after the call has already ended. This is also referred to as “wrap-up” or “post call processing” (PCP).
  • AHT (Average Handling Time): This is an average of the total amount of time that it takes to complete all related work for each phone call, including ACW.
  • ACT (Average Call Time): This is an average of the amount of time an agent spent speaking to customers and does not include ACW or any time the caller was put on hold.
  • Call Routing: The routing of phone calls to the appropriate agents to best assist customers.
  • Warm Transfer: Transferring a caller to another agent while remaining on the phone with the caller.
  • Cold Transfer: Transferring a caller to another agent without remaining on the phone with the caller.

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For access to experienced agents who already know this terminology and provide outstanding customer service to every caller, contact Always Answer at 1-800-606-9898 to learn more about our customizable call center services today!