Hoop meaning call center

HOOP, or Hours of Operations, is a term used in business to describe the hours or times when the business is open and ready for customers. This can be used in both retail locations and service providers as well as online stores. By having a clear understanding of when the business is hoop meaning call center for customers, businesses can ensure that their customers receive a quality service or product in an efficient manner.

By Celia Cerdeira. Navigating contact center terms is tricky, particularly when it comes to all the acronyms and abbreviations used. Whether your job involves complex technical support or simply providing product updates, knowing customer service acronyms and call center abbreviations is essential. Consider this your go-to source to decode the language of call centers. Call center abandonment rate is a call center metric that records the percentage of calls terminated by callers after being placed in a queue after going through an IVR and before ringing an agent or ring group.

Hoop meaning call center

Need to look up the meaning or full form of some BPO Jargon? We have compiled a glossary of all the key call centre terminologies, with an explanation for each term and buzzword. An abandoned call is when the caller hangs up before reaching an agent. An account code is a series of characters used to identify a client, which might be an individual customer or a corporate entity. An after-call survey is a feedback request made following a customer call, with the goal of uncovering success or flaws in the call touchpoint experience. ACW or after-call work, is the period of time immediately after contact with the customer is completed when any supplementary work is undertaken by the agent. AFI stands for Awaiting Further Instruction and is typically a wrap up code waiting for a customer to respond with further information. The person who receives and makes customer telephone calls. May also deal with customer correspondence and customer emails. A collection of agents that share a common set of skills, such as being able to handle customer complaints. Occupancy is the period of logged-in time agents spend on call-related activity. AI microlearning is the ability to create microlearning content in just a few seconds by using the power of generative AI. AHOD stands for All Hands on Deck, and refers to the situation that exists when a contact centre gets super-busy, customer wait times go up and service levels start to drop. Typically during AHOD, training gets cancelled, all team leaders and managers start taking calls and overtime is offered to help clear the backlog.

In a call centre GY stands for grave yard, and typically refers to a shift from midnight to 8am or 10pm — 6am.

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Abandoned After Threshold A key performance indicator KPI measuring number of calls disconnected after waiting in queue beyond a previously established time threshold. It is important to measure versus calls where immediate customer hang-ups do not reflect an adequate opportunity for performance. Abandoned Before Threshold A key performance indicator KPI measuring number of calls disconnected before reaching a previously established time threshold. Abandonment Rate The percentage of callers who hang up before a Brand Specialist answers, or before they make a selection in an interactive voice response IVR unit. The inverse of answer rate. Activity Codes Codes that indicate the state of a Brand Specialist that are usually initiated by the Brand Specialist. Adherence Also known as compliance, adherence measures the ability of a Brand Specialist to stay committed to his or her schedule. ACW encompasses data-entry, activity codes, dispositions, form completion and post-call communication.

Hoop meaning call center

By Celia Cerdeira. Navigating contact center terms is tricky, particularly when it comes to all the acronyms and abbreviations used. Whether your job involves complex technical support or simply providing product updates, knowing customer service acronyms and call center abbreviations is essential. Consider this your go-to source to decode the language of call centers. Call center abandonment rate is a call center metric that records the percentage of calls terminated by callers after being placed in a queue after going through an IVR and before ringing an agent or ring group. After call work ACW is the average amount of time an agent takes to wrap up a call. An application program interface API is a software intermediary that allows two applications to talk to each other.

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Here are just a few terms for call center agents:. SIP is a signalling system that enables a whole range of applications to be integrated. It can provide a greeting message or music while customers are waiting on hold. Call disposition codes also known as wrap-up codes are used by contact centres to label and classify calls as they come in, based on the reason why the customer is calling. Calabrio has been recognized by Gartner Inc. See interactive voice response. It is the sum of all handle times, including hold time, talk time and after-call work time. Dialing systems can speed up when too many idle Brand Specialists are detected or slowed down when Brand Specialists are engaged on calls. Computer Telephony Integration CTI The amalgamation of the telephone and computer system, which holds the database from which the company functions. M1 IVR Menus Presents a series of menu choices to a caller and then routes the call according to how the caller responds. Used to determine the number of trunks required to handle a known calling load during a one-hour period. Alternatively, inbound agents can be assigned to outbound calls when incoming volume is low. Grade of service GOS Grade of service GOS is a metric that measures the percentage of calls or customer interactions answered within a given time period. Contact Center Usually synonymous with call center. The respondents are divided into three categories: promoters, who score and are loyal enthusiasts; passives, who score and are satisfied but unenthusiastic; and detractors, who score and are unhappy customers who can damage reputation and growth with negativity.

Did you know the average person spends 90, hours at work in a lifetime? That breaks down to about a third of your entire life.

For example, if this menu is to be offered if the caller presses 2 from the first-level menu, you would set it up like this:. Often vacation or holiday is restricted during a CWD. The term TL refers to team leader. Some real-time reports require some history e. Base staff calibration precedes RSF calibration and covers breaks, absenteeism, ongoing training and various other factors. Real-Time Management In response to current queue conditions, making adjustments to staffing and thresholds in the systems and network. Employee Experience or EX refers to the art of measuring, improving, and optimizing the experiences your team members have every day. For instance, Payment Card Industry PCI standards require measures that include protecting financial transactions and credit card information. A Customer Service Representative is a person employed to answer the customer, either by phone or by instant messaging, social media or by email. Shrinkage is a measurement of anything that takes an agent away from their ability to take customer contacts. Back to Top B.