Contact Center Terminology
A step further to Customer Service that includes high-quality, personalized assistance for empathic experiences, making sure that consumers are satisfied with the service. It includes pre-sale and post-sale support.
Customer Experience (CX)
The perception of your brand by a customer incorporating every interaction they have had with your company during their journey. Includes the customer’s feeling towards the product, service, their treatment, and whether or not they choose to repeat its use in the future.
Customer Relationship Management (CRM)
Strategies, software, and practices used to interact with customers, enhancing their experiences. It also enables the company to improve its relationship with its consumers; CRM tools are used for marketing and Customer Lifecycle Management.
Customer Satisfaction (C-SAT)
The measurement in scores of the satisfaction level of Customer Experiences after a transaction. It numerically defines the service level, helping to identify key performance indicators and areas to improve.
Net Promoter Score (NPS)
A metric used as a survey from customers in the form of a single question, with the answer received in numbers. The higher the number, the greater the overall positive response and customer satisfaction.
Providing customers support across multiple channels simultaneously and on the platform of their choice without in break in service or lag in communication.
Support offered to clients from more than one channel or method of communication. For example, email, SMS, and chat.
A brand representative or person responsible for customer interactions employed by a particular organization. Sometimes also called a Customer Service Representative, they navigate the sale journey with the customer.
First Call Resolution (FCR)
the ability of a contact center agent to resolve customer problems at the first call; measured in percentages.
Automatic Call Distribution (ACD)
A telephony software used for automatically distributing incoming calls among agents in a Contact Center based upon predefined metrics. The calls may be distributed evenly, to the first available agent, or the concerned department; after being routed through IVR’s based on some simple questions. It helps streamline call center services by cross-referencing information and intelligently routing calls to the relevant agent, thereby reducing processing time.
Interactive Voice Response (IVR)
An automated phone system with pre-recorded or computerized voice that acts as the first point of contact for customers in a contact center for incoming calls. IVRs offer simple options or ask questions based on queries and then route calls to human agents according to customer responses. They help reduce average handle times, increase Customer Satisfaction, and aid in distributing calls to concerned agents while working in parallel with ACDs.
A marketing strategy to attract prospects to your product or service by providing them more information and piquing the customer’s interest enough to qualify a sale.
Sales Development Representative (SDR)
An inside sales representative responsible for the outreach, prospecting, and qualifying of inbound leads.
Business Development Representative (BDR)
The first point of contact for a qualified prospect is a BDR. They are responsible for networking and prospecting through existing outbound leads to create potential buyers and retain or enhance existing partnership opportunities.
Average Handle Time (AHT)
A KPI metric used to analyze customer interactions with agents in contact centers, noting the duration of the transaction. It includes the time from the initiation of the call by the customer, to the talk-time, hold-time, transfers, and after-call work.
Where a customer hangs up or disconnects the call before connecting with a contact center representative; also referred to as a ‘lost call’. The call is transferred by the ACD to the agent but may get disconnected if the customer waits too long in the queue and terminates the session.
Dedicated agents that work from their home environment or another space, usually connecting to company servers online. Also known as remote agents, particularly for WFH contact center representatives.