Talk Time
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
Glossary: 64 terms
Tardiness
Employees reporting late for their assigned shifts, whether or not they called in to notify. Dependent on the nature of work, employees may be evaluated on the number of late instances or the duration of work time lost due to lateness. Tardiness may also consider early departures from work that were not factored in the
Time To Proficiency
The time that is taken for a new hire to achieve proficiency in the job after they have been trained. This is a measurement of how well they are able to apply the training and any development received to meet performance standards required of the role. Failing to achieve proficiency may impact continued employment, or
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Transfer Rate
Definition: The transfer rate refers to the percentage of customer interactions that are transferred to another agent or department within the organization. This may be due to the interaction being incorrectly routed or the receiving representative lacking the skills or capabilities to provide a complete resolution. Calculation: (Number of Transferred Contacts / Total Number of
Turnaround Time
The time that is taken for emails, back office, and other non-real-time transactions to be completed and returned to the customer. This considers when the work order was created, the time in queue, the time that is taken for the representative to complete the work once it is picked up, notifying the customer of its