A range of telephony states that are used by representatives to be unavailable for the next queued transaction or customer. Auxiliary states usage reasons may include breaks, meetings, training activities, and completing projects or assignments. Acronyms/ Synonyms: Aux, Aux states
Definition: The “Available” state refers to the status of call center agents or customer service representatives when they are ready and actively available to handle incoming customer interactions. It indicates that agents are prepared, logged into the system, and equipped to accept and engage with customers through various communication channels such as phone calls, live
Definition: AHT or Average Handle Time refers to the time that a representative takes to complete customer interaction or provide all the assistance they can. It usually measures from the start of an interaction, including all actions and casework, to when the representative becomes available to assist another customer or move to another activity. Calculation:
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The average time customers wait in a voice, chat, or physical queue before being answered or received by a representative. The total wait time in the respective queue is generally considered, without any time exclusions. There is no consideration of the customer experience after they have been received or answered. ASA differs from SLA in
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The ability to charge for work done according to a contract or statement of work (SOW). Billable work may include manhours staffed, transactions processed, time spent working, or other results produced. Acronyms/ Synonyms: Billability
Resources trained to handle transactions or customers from more than one delivery channel. These may include any combination of voice, email, chat, social media, and back-office work types. Blended resources improve the ability to meet SLA and TAT targets for transitions waiting in the queue. Acronyms/ Synonyms: Blended Agents
Clauses in the statement of work that allows the Service Provider to earn additional revenue (bonus), or experience reductions in billing (penalty), based on the quality of the work done for the Client. Bonus/ penalty conditions often correlate with Client business objectives and may indicate satisfaction levels. Acronyms/ Synonyms: Bonus, Penalty
A contingency plan developed by a company to ensure production, customer support, and other business objectives can continue or be restored quickly in the event of an emergency or act of nature. The process may include keeping key functions in different locations, not likely to suffer from any one incident, provisioning redundancies for utilities, and
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When representatives via an approval process, follow up on a customer transaction with an outbound call. Callbacks become deferred transactions as customers are often told when to expect the call. Acronyms/ Synonyms: Call-back
An organization that has contracted a third-party Service Provider to produce goods or offer services on its behalf. This process is governed according to conditions covered in a statement of work. The term Client is also used to cover staff authorized by the organization to interact with the Service Provider. Acronyms/ Synonyms: Clients