20 Call Center Terminologies Newbies Must Know

20 Call Center Terminologies Newbies Must Know

In the world of a growing economy, call centers have grown into a large industry that assists many businesses. We cannot deny that it provides employment opportunities, particularly in the Philippines, which is one of the world’s largest call centers. If you are among those that have been given the opportunity to work in a call center, here are 20 must-know call center terms to help you navigate the industry:

Abandoned Call – It is a phone call or other type of contact made to a call center that is terminated before any conversation takes place. When inbound calls are dropped, it is frequently because the caller is frustrated with the amount of time spent on hold.

ACW or After-call work – It is a collection of tasks that must be completed after an agent has interacted with a customer. These include updating the system, documenting the reason for contact and the outcome, communicating with colleagues, and scheduling follow-up actions.

Account – An account is the company for which the call center does business, or the company you will represent once you start working there.

AHT – Average Handle Time (AHT) is a metric used in call centers to calculate the average length of a single transaction. It usually begins with the customer initiating the interaction and includes hold time, talk time, and any other tasks that arise during the conversation.

Cold transfer – It is the most commonly used method of transferring calls between call center and customer service personnel. Simply put, a cold transfer is when a call is forwarded to an employee without “warming them up” with details or preparation for handling that call. When a customer calls, their call is received without any information being collected other than their reason for dialing, and the call is routed to a representative who handles their call from there.

Warm Transfer – A warm call transfer occurs when the receptionist speaks with the appropriate agent prior to routing the call to them. That is, the caller’s requested extension is notified of the incoming call transfer. The caller is usually placed on hold while the call center operator dials the desired extension. The transfer destination can then accept the call and complete the transfer after being notified.

Call center – A call center is a centralized department that handles both inbound and outbound calls from existing and prospective customers. Call centers are either housed within an organization or outsourced to another company that specializes in call handling.

BPO – BPO stands for Business Process Outsourcing, and the industry’s role is to support other businesses. As the name implies, this is a method for other businesses to delegate tasks in order to improve the efficiency of their processes.

Auto-in – It refers to automatic entry. The calls you receive will not ring if it is an inbound auto-in. Instead, the system will retrieve them for you automatically. If you have an outbound auto-in, the system will dial the phone numbers for you.

Mock call – A mock call is a sales call dry run in which a manager or interviewer, dressed as a prospect or customer, goes through a sales call scenario with a rep to assess their skills, provide situational practice, and identify areas for improvement.

Product Training – Product Training is the stage of your call center training in which you must learn everything there is to know about the account you have been assigned to represent. You will learn the company’s processes, policies, and the software and applications required to do your job during this stage. 

Nesting – Call center nesting is the final stage of training in which you must apply everything you’ve learned in your lectures, such as taking calls and officially performing the full range of call center agent tasks. The only distinction between call center nesting and an usual shift is the length of time. 

Inbound –  An inbound call is one that is initiated by a customer to a call center or contact center. A help desk also handles inbound calls, though these may come from employees rather than customers. A call center may specialize in either inbound or outbound calls, or it may handle a combination of the two.

Outbound – An outbound call center is a business function that employs customer service representatives and/or sales representatives to give outgoing calls to third parties, such as clients, prospects, or other businesses.

Queue – A queue is where customers virtually wait to interact with an agent in call centers. The most well-known are phone queues, but with the advent of digital methods of service, other interaction channels, such as emails, chats, or text messages, can now be queued until an agent is ready to handle them.

Sales Representative – Call Center Sales Representatives make phone calls to potential customers and complete tasks such as cold calling people who haven’t expressed an interest, identifying customer needs, placing orders, and providing product and service information.

Sup Call – Short for “Supervisor Call,” this occurs when a customer is dissatisfied with the representative with whom he or she is speaking.

Tools – Tools are the application and software required to access customers’ files, make phone calls, or process refunds. The number and types of tools required vary depending on the account. During your Product Training, you will be taught how to use these tools.

CSR – A Customer Service Representative is an individual who interacts with customers on behalf of the company, usually to address their concerns.

TSR – TSR stands for Technical Support Representative. Their job is to diagnose and troubleshoot any problems with the products they sell. They also provide instructions for common tasks such as creating an account or installing software.