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
The number of customers waiting in a queue that are answered within a specified period of time. Once the contact is answered, if it was within the timeframe it is counted positively, if it was not within the time frame or the customer disconnects before connecting, the contact is counted negatively. There is usually no
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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
Any combination of absenteeism, tardiness, time offs, planned or unplanned, and other lost time instances that takes away from time that could have gone to assisting customers or producing for the business. There is flexibility in what is included or excluded in the consideration, but generally, only time spent working or waiting on work to
Definition: Staffing rate refers to the number of representatives available in relation to the number of representatives required to handle the customer interactions available or expected. Calculation: (Number of Agents Required/ Number of Agents Available)*100 Benchmark: Between 90-110% staffing rate based on the reliability of the demand forecast. Importance: Optimizing staffing rates is crucial for
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
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
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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