20 Call Center Terminologies Newbies Must Know

1. Abandoned Call – A caller ends the call before speaking to an agent, often because of long hold times.
2. Account – The company that a call center represents.
3. ACW (After-call work) – Agents complete tasks after a customer interaction, such as updating records and scheduling follow-ups.
4. AHT (Average Handle Time) – This metric calculates the average time agents take for a transaction, including talk time, hold time, and follow-up tasks. Therefore, keeping AHT low is crucial for efficiency.
5. Auto-in – The system automatically retrieves inbound calls or dials outbound calls, making the process seamless.
6. BPO (Business Process Outsourcing) – Companies outsource business tasks to external service providers to improve efficiency and cut costs.
7. Call Center – A department manages inbound and outbound calls for businesses. As a result, it plays a key role in customer service and support.
8. Warm Transfer – The receptionist notifies the receiving agent before transferring the call. Consequently, the agent prepares to assist the caller.
9. Cold Transfer – The receptionist transfers a call without informing the receiving agent or providing context, which may cause confusion.
10. Mock Call – A trainer or interviewer pretends to be a customer to assess an agent’s skills. This exercise helps agents gain confidence and improve performance.
11. Product Training – Agents learn the company’s processes, policies, software, and applications. In addition, they gain hands-on experience with the tools they will use daily.
12. Nesting – During the final training stage, trainees handle live calls under supervision. This phase ensures they fully prepare before taking calls independently.
13. Inbound Call – A customer initiates a call to a call center. Typically, these calls involve inquiries, support requests, or complaints.
14. Outbound Call – An agent initiates a call to a customer, client, or business. These calls often focus on sales, follow-ups, or customer outreach.
15. Queue – Customers wait in a virtual line to interact with an agent. Thus, managing queue times effectively is essential for customer satisfaction.
16. Sales Representative – This agent calls potential customers to sell products or services. Additionally, they handle objections and answer customer questions.
17. Sup Call (Supervisor Call) – A dissatisfied customer requests to speak with a supervisor. When this happens, the supervisor steps in to resolve the issue.
18. Tools – Agents use software and applications to access customer data, make calls, and process requests. Furthermore, they navigate multiple systems efficiently.
19. CSR (Customer Service Representative) – This representative interacts with customers to address concerns. In many cases, they serve as the first point of contact for customer inquiries.
20. TSR (Technical Support Representative) – This agent provides troubleshooting and technical assistance. Consequently, they need strong problem-solving skills to assist customers effectively.

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