Call Center Terms

The average time it takes your support team to resolve a case completely.

• Metric

• Average Reply Time

• Average Handle Time

  (AHT)

• Resolution Rate

Brand

• A publicly available collection of the most common questions about your product/service/company, and the answers to them.

• The customer’s opinion of their experience and relationship with your company through various points of their lifecycle.

• A customer’s opinion of their experience with your company and how you could improve.

• Everything your customers or the general public thinks or knows when they hear your company name.

All the possible ways your customers can reach your support team, for example phone, email, social media, live chat, etc.

• Brand

• Channels

• Customer Service

• Service Culture

A metric that measures your customers’ general happiness and loyalty with regards to your company.

• Loyalty

• Customer Experience

• Customer Effort

• Customer Satisfaction (CSAT)

Empathy

• The assistance, advice and information provided by a company to people, businesses etc. that use their product or service.

• The ability to understand and share others’ feelings—arguably the most important personality trait of any customer support agent.

• The ability of a company or business to retain its customers over a specified period of time.

• An act of taking steps to help control a (negative) situation before it even becomes an issue.

Metric

• The amount of work your customer must do themselves to resolve an issue. Generally best kept at a low as possible level.

• The percentage of issues your customer support agents actually resolve from the number of total tickets received.

• A quantifiable measure that is used to track and assess the status and results of a process or activity.

• The customer’s opinion of their experience and relationship with your company through various points of their lifecycle.

The ability of a company or business to retain its customers over a specified period of time.

• Retention

• Service Culture

• Outsourcing

• Loyalty

Survey

• A customer’s publicized opinion about your service, product or company.

• A questionnaire sent to the customer—generally after resolving the issue—to find out how happy they were with the support they received.

• Attaching names, faces and a generally "human" touch to your customer service process.

• A customer’s opinion of their experience with your company and how you could improve.

Reusable replies to common questions, available for all agents to use—they can usually be inserted with a shortcut or click for saving time.

• Frequently Asked Question(s) (FAQ)

• Feature

• Empathy

• Canned Response

Downtime

• The time during which your product or service is unavailable for use because of an issue or maintenance.

• A ticket that has not been resolved during the agreed time according to the Service Level Agreement.

• A call or any other type of contact proposed to a call center but ends before any communication takes place.

• The amount of unresolved customer support requests in a particular time frame.