Cuestionario de Vocabulario para Call Center

What does 'Graveyard' mean in the context of a call center?

• Working on weekends

• Working at night

• Working in the afternoon

• Working during the day

What is a 'Shift'?

• The place where an agent sits

• The work schedule

• The break time

• The meal time

Who is the 'CMS'?

• The person in charge of calls

• The person in charge of breaks and meals

• The supervisor

• The account manager

What does 'VTO' mean?

• Rest time

• Vacation time

• Additional work time

• Leave early without pay

What is a 'Team Leader'?

• The human resources manager

• The call center agent

• The technology manager

• The supervisor

What does 'CSAT' measure?

• Customer satisfaction

• Average handling time

• Number of calls answered

• Waiting time

What is an 'Abandoned Call'?

• A blocked call

• A call on hold

• A missed call

• An answered call

What does 'AHT' mean?

• Average wait time

• Average handling time

• Rest time

• Idle time

What is 'First Call Resolution' (FCR)?

• The number of missed calls

• The average waiting time

• Resolving an issue on the first call

• The break time

What does the 'Grade of Service' indicate?

• Average driving time

• The waiting time

• The number of available agents

• The probability that a call will be answered