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Learning the Terms of the Call Centers in the Philippines!

By Edited Nov 13, 2013 0 0

Each Call Center in the Philippines has their unique lingo and jargon. Obviously, if a Filipino call center agent is dealing with you, you might not be able to comprehend him. What follows is a collection of the most popular used call center lingo in the Philippines:

* Graveyard shift is work schedule from 10 pm until 6 am.

* Night Diff (night differential) can be a benefit payment each hour worked in the graveyard shift.

* Queuing is when calls are waiting to be answered. When an agent hangs up, another call also comes in. this is a usual reason for anxiety.

* TSR or tech support (tech support team representative) helps in troubleshooting with telephone, cable and internet services seeking to handle problems on the phone to avoid needless service calls.

* CSR (customer service representative) or "agent" interacts with customers to give detaisl in response to questions about the goods and to deal with and deal with complaints.

* High avail (agents available) is a time where there aren't lots of calls coming in.

* Dress down or casual day is an American business custom have been adapted by call centers where employees enjoy a semi-reprieve from constrictions of a formal dress code.

* Floorwalkers, formally called floor support, are representatives that "walk the floor," assisting other representatives regarding questions, "sup calls" (callers that demand a supervisor) and overbreaks or long handle time.

* Stations are cubicles or computer units that the customer reps work with.

* Sup/TL for a supervisor or possibly a team lead, who is in charge of measurements and attendance, and become an immediate superior to agents.

* Team can be a unit on the Production Floor where agents communicate to create team scores and performance metrics.

* Floor is the production area (sea of cubicles) where enquiries are obtained.

* ATT is a mean chat time, otherwise sometimes referred to as Average Talk Time.

* AHT could be the mean dealing time, otherwise often called Average Handling Time.

* Service Level would be the percentage of calls recieved in a determined time period.

* CPH/IPH is the sheer numbers of calls/inquiries per hour an agent handles.

* ACW/NR is the amount of time spent while not talking to a person requests without the need of chatting with a customer.

* FCR is the proportion of calls that is entirely take care of the customer's issue (if the customer does not call back about the same problem on a certain time, it can be considered a good resolution or FCR – first call resolution).

* Calls Abandoned could be the percentage of calls in which a customer hangs up the call.

* Idle Time could be the percentage of time agents spend because these are not yet willing to take calls.

This may be only a total absurdity list for a few but for those who are curious about trying their chance in the call centers in the Philippines, this is list is their lifeline. The Philippine call centers have slowly crawled into the American culture as Filipinos gradually embracing the change.


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