Definition: The “Not Ready” state refers to the status of call center agents or customer service representatives when they are temporarily unavailable or unprepared to handle customer interactions. It indicates that agents are not currently able to accept incoming calls, chats, or other customer communication channels due to various reasons, such as ongoing tasks, system […]
Definition: Queue size refers to the number of customer interactions or requests that are waiting or queued up to be addressed by customer service representatives. Measurement: Queue size can be measured by counting the number of interactions or requests in the queue at a particular point in time. It can be tracked in real-time using
Transactions that involve a live interaction between the representative and the customer. These include inbound calls, webchats, SMS, and person-to-person. For these transactions, customers will wait in a queue until they get support or decide to abandon. Acronyms/ Synonyms: Live Transactions, Live Interactions, Real-time Interactions
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Employees of the Service Provider that have been hired and trained to provide Customer support. Clients may opt to partake in the hiring and training process to ensure alignment with their business objectives. Acronyms/ Synonyms: Agent, Customer Service Representative, Representative
Factors associated with a product, service, or arrangement that goes beyond the baseline requirements. While these are not essential, their presence creates a better end-user experience over the long run. These may inform decisions regarding continued or repeat usage. Acronym/ Synonym: Satisfier
A third party contracted by a Client to produce goods or offer services on its behalf. This process is governed according to conditions covered in a statement of work. Acronyms/ Synonyms: The Vendor, The company, The Centre, The Call Centre, The Organization
A contractual agreement that authorizes a Service Provider to produce goods or offer services on behalf of a Client. The SOW includes types of work to be done, quality requirements, cycle times, how the Service Provider will earn, and conditions that may end the contract. Acronyms/ Synonyms: SOW, Scope of Work, The Contract
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Organizations that provide goods and services to the Service Provider enabled them to operate and carry out functions for their Clients, Customers, Staff, and Communities. Suppliers may include utility services, landlords, and government agencies. Acronyms/ Synonyms: Vendors
Duration of time a customer spends talking or interacting with a representative and is not placed on hold time via the hold feature. Component of: AHT Acronym/ Synonym: Interaction Time
Definition: Wait time, also known as queue time, refers to the amount of time a customer spends waiting in a queue before being connected to a call center agent or receiving assistance or support. Measurement: Wait time is typically measured in minutes and seconds. It can be calculated by recording the time when a customer