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Alphabet
Alphabet

Call Center & BPO Alphabet

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Call Center & BPO Alphabet

Alphabet

(2)
Played 18 %Accuracy 40 Average time 05:09
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About this activity

One term per letter from A to Z related to call centers and outsourcing.

Created by

Isagani Samonte
Isagani Samonte
United States

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Call Center & BPO Alphabet
 

Call Center & BPO AlphabetOnline version

One term per letter from A to Z related to call centers and outsourcing.

by Isagani Samonte
A
B
C
D
E
F
H
I
J
K
L
M
N
O
P
Q
R
S
T
U
V
W
X
Y
Z

Starts with A

Routing system that directs incoming calls to agents.

Starts with B

Outsourcing of business tasks to external providers.

Starts with C

Agent handling customer interactions over the phone.

Starts with D

System that dials numbers to contact customers.

Starts with E

Automated voice menu that routes callers to options.

Starts with F

Metric for solving issues on first contact.

Starts with H

Transferring a call to a more suitable agent.

Starts with I

Calls received by the center rather than made.

Starts with J

Reference material used by agents during calls.

Starts with K

Measurable metric used to evaluate performance.

Starts with L

Real-time text chat with customers.

Starts with M

Support across multiple communication channels.

Starts with N

Measure of customer willingness to recommend.

Starts with O

Calls dialed to reach customers proactively.

Starts with P

Dialer timing calls to maximize answered connections.

Starts with Q

Line where calls wait before being answered.

Starts with R

Data products showing performance and trends.

Starts with S

Prewritten dialog guiding agent conversation.

Starts with T

Turnaround time to resolve a request.

Starts with U

Encouraging an add-on or upgrade during contact.

Starts with V

Message left when there is no answer.

Starts with W

Volume of tasks assigned to agents.

Starts with X

Structured data format used in integrations.

Starts with Y

Year-to-date performance metric.

Starts with Z

CRM software used to manage customer interactions.

 
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