Glossary

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Abandoned Call

A call ended by an individual reaching before any type of interaction occurs.

Abandonment Rate

The percent of callers who terminate the call prior to connecting with a live agent.

ACD (automatic call distributor)

A program for routing an incoming call automatically to different agents or systems; usually, the next agent who is available.

Adherence

The measurement of an agent’s performance against the set service level agreements (SLAs) as well as his or her determined schedule and protocols.

After Call Work

Activities that need to be completed by an agent immediately following a call. This could entail of data entry, form fulfillment, and other work.

Agent

The wonderful people who are responsible for communicating with customers on behalf of the brand. Today, ERC has over 4,000 agents across the globe who are helping customers for over 50+ different brands in financial services, insurance, retail, and travel.

Agent Availability

Is the timeframe when an agent is ready to a call with a customer.

Agent Engagement

Activities in which agents participate in to establish and build positive culture, career, and performance.

Agent Occupancy

The dedicated amount of agent time spent handling calls or completing post-call work; it is calculated by dividing workload hours by total staffing hours.

Agent Retention

It is one of the most important strategies a company can focus on. Improving how long team members stay helps lower AHT, FCR, and overall performance. ERC has implemented several career programs, training courses, and community involvement initiatives to keep agent retention high.

AHT (Average Handle Time)

It is one of the top metrics used to measure agent and contact center performance. In general, this is the average amount of time need to complete a customer interaction. ERC has developed ongoing training and nesting programs to help team members improve their working knowledge and customer service skills to help reduce AHT.

Answer Rate

The number of interactions agents have with customers (typically measured in %).

ASA (Average Speed of Answer)

The average amount of time a customer needs to wait before being live with an agent.

Attrition

It is the top struggle for customer service teams in general. Having high attrition rates causes teams to have a high number of new team members, which typically causes an increase in AHT, FCR, and overall performance.

Auto Dialer

A software used for automatically dialing phone numbers from a customer relationship management software (CRM).

Auto Wrap-Up

A feature helps with continuity of an agents day-to-day work by automatically placing them in after-call status where they aren’t available to take a call.

Average Talk Time (ATT)

The average amount of time directly spent speaking with customers.

Average Time To Abandon

The average amount of time before a customer hang up before connecting with an agent.

Back Office

Is work that takes place behind the scenes. This work typically consists of data entry, order management, billing, coding, chargebacks, and collections. ERC has teams of agents across the globe with experience efficiently completely back office projects at scale.

Blended Agent

An agent who handles both inbound and outbound interactions (could be across multiple channels) during the same shift.

Blended Contact Center

A contact center that has the capability to handle inbound, outbound, and multiple channels within the same center.

Call Analytics

Analytics derived from calls between the customer and agents, in which sentiment and metrics can be derived from. Also, see Voice Analytics. ERC has developed a next-generation Voice AI Platform, MARS to bring together call analytics, sentiment analysis, keyword usage to measure agent performance, monitor compliance, and provide coaching insights all automatically.

Call Forecasting

Using historical arrival patterns, the business can build a predictive measurement of how many call the contact center will handle during a specified time frame. When we first working with businesses, we do a detailed analysis of historical patterns to create a call forecast.

Call Monitoring

Using technology or human capital to measure the quality of agent calls. Today, more companies have started using technology to reduce the amount of effort and time it takes to monitor calls by using Natural Language Processing (NLP) to turn conversations into data.

Call Recording

Call recording provides a record of the interaction between agents and customers. Here at ERC we use call recordings as a way to gather customer insights, monitor the quality of the calls, train agents, and document legalities.

Call Volume

The total number of call a contact center anticipates receiving during a designated period of time.

Chief Customer Officer (CCO)

Member of the C-Suite responsible for designing and coordinating all customer-related activities throughout the company. Build approaches to improve retention, enhance profitability and foster an employee-centered customer culture.

Chief Experience Officer (CXO)

Member of the C-Suite responsible for oversee and executing experience management for internal and external customers.

Cloud-Based Contact Center

A contact center the requires more web based tools and less infrastructure that typical call centers.

Contact Center

The physical or remote location that handles a variety of customer interactions. ERC has physical locations in Florida, Georgia, Dominican Republic, South Africa, and India. In addition, ERC also has work at home teams throughout the United States.

Cost Per Call

The calculated cost per call for a call center interaction.

CSAT Score

Is a legacy metric for measuring customer satisfaction by customer feedback survey questions such as “Rate your satisfaction with the customer service you received?”. Here at ERC, we have implemented Voice AI to automatically measure customer satisfaction through sentiment analysis, keyword usage, and moment capturing.

Customer Effort

The effort needed by a customer to completed an interaction with the contact center or self-service application.

Customer Engagement

The encompassment of all the interactions across all the channels in which the business and customer interact in.

Customer Experience (CX)

How customers perceive their interactions with your company.

Customer Journey Mapping

A visual representation used to tell the story of different types of interactions occurred during the customer’s experience.

Customer Lifetime Value (CLV)

A estimated measure of how much consumer will spend with an organization over the course of their relationship.

Customer Loyalty

A measurement of a customer’s affinity to a brand.

Customer Relationship Management (CRM)

The method and/or application that a business uses to handle interactions with existing and potential customers.

Customer Retention

The customer strategy focused on maintaining existing clients through marketing, content, outreach, and other forms of engagement.

Customer Service

It is what we do best! 😊 ERC has a process to find top talent, equip those people with the skills and tools, to provide customers with an experience that leaves them satisfied and loyal to the brands they interact with.

Do Not Call List

A registry of numbers that telemarketers may not dial for non-emergency purposes.

Error Rate

The measure of inaccurate information during a customer service interaction.

First In, First Out

A method in which call are routed to agents based on the order they were received into the queue.

Inbound Interaction

An interaction that is initiated by the customer regardless of channel type.

Interactive Voice Response (IVR)

An automated system used to interact with customers. The system has the ability to gather information and interact with customer to better serve or direct them during customer service interactions.

Key Performance Indicator (KPI)

Metrics used to measure the performance of all aspects of customer service.

Learning Management System (LMS)

Web-based platform to create, update, store, and administer learning materials and classes for multiple departments of a customer service team. ERC uses a web-based learning management system to train our domestic, near-shore, and off-shore teams.

Longest Available Agent

An agent without a call for the longest period of time.

Longest Delay in Queue (LDQ)

Longest Delay is the highest time a caller has waited on hold before abandoning, or connecting with an agent.

Make Busy

An ACD feature for creating a signal that the line or agents is busy and prevents new calls from adding to the queue.

Multi-channel

Multi-channel is the capability of communicating across different channels, however without the capability of an integrated experience. ERC has experience teams across the globe that are proficient in all channels (voice, digital, SMS, and social).

Nesting

Time spent by Agents taking live calls in on-the-job-training. ERC has designed training programs specifically for nesting as we find this is the most effective way to learn.

Net Promoter Score (NPS)

A customer experience metric for assessing a customer’s likelihood of recommending the brand to a friend or colleague.

Non-Productive Agent Time

The amount of time agents spend not involved in customer interactions or after-call work.

Omni-channel

The capability to communicate with customers across multiple channels in a singular experience.

Outbound Interactions

Communication that starts at the contact center and goes out to the customer.

Outsourcing

Outsourcing is a partnership between two companies. One company hires another company to be responsible for a planned or existing activity that is or could be done internally, and sometimes involves transferring employees and assets from one firm to another. We pride ourselves for being an outsourcing firm for the last 20 years working with some of the best names in financial services, insurance, travel, and telecommunications.

Personalization

The idea of customizing the customer experience to their specific wants and needs.

Power Dialer

An automatic dialer that starts calls immediately when an agent becomes available.

Predictive Dialer

A software driven dialing system that removes out non-answers to provide agents are connections to only live customers.

Preview Dialer

The functionality of a dialer that allows agents to view data that is relevant about the customer prior to interacting with them.

Quality Monitoring

The strategy and practice of monitoring the performance and calls of agents. ERC uses a Voice AI Platform to record and monitor 100% of our teams’ calls so we can provide effective training and accurate reporting of our teams’ performance.

Queue

Calls “in line”  to be answered by an agent.

Ramp-down

Companies will ramp-down their teams when they are out of season for cost-efficiency reasons. ERC has many clients who have turned to us because we specialize in being able to ramp up teams quickly in multiple languages and hours of operation.

Ramp-Up

Companies will ramp-up their teams when they are preparing for the holiday season or have volume spikes.

Real-time Adherence

A measurement of productivity that tracks how closely agents abide by their planned work schedule.

Real-time Analytics

Data and insights about customers, agents, and their interactions that are measured as they happen.  

Remote Agent

Agents who are part of a contact center of a customer service team who work at home or remotely. ERC has teams of remote agents that utilize a Secure Remote Worker platform to provide world class service while maintaining security for our Work At Home Services.

Retention Rate

The rate of customers who remain in a relationship with a business when they intentions of canceling or switching to a different business.

Segmentation

Sorting (or segmenting) customers into groups by different attributes.

Self-Service

A software or platform that gives the customer the ability to access information or resolve an issue on their own.

Service Level Agreement

Defined performance metrics that a business promises to provide to their customers.

Skill-Based Routing

Routing to an agent that is predicated on the type and/or complexity of a customer’s issue.

Social Customer Care

Customer service or engagement that occurs via social media. We have teams in the U.S., near-shore, and off-shore who have the training to be able to provide care via social channels.

Telephone Consumer Protection Act (TCPA)

A government act that oversees and enforces the non-solicitations/telemarketing using automated dialing.

Virtual Agents

Are forms of self-service technology in which consumers will interact with a software that performs some level of customer service. ERC has developed a virtual agent called EVA that helps companies use technology to serve on the front lines of their customer interactions.

Voice of the Customer (VOC) 

The process by which in which most business solicits and collects feedback via surveys from their customers. Here at ERC, we built of VoC programs a bit different. We use our Voice AI platform, MARS to capture insights from 100% of customer conversations to build out VoC metrics and feedback without the use of a survey. Of course, if you’d like us to continue using your surveys we will.

Work-At-Home Agent

Agents who work out of his or her home remotely. Nathanael Robbins, who leads ERC’s work at home operations, has been managing teams of work at home agents for 15+ years. Our work at home agents have excellent tenure, skillsets, and enjoy our inclusive culture.

Workforce Management

The planning, scheduling, and reporting for operational and staffing requirements of the contact center. ERC’s workforce management team comes with experience developed internally as well as we’ve heard experts from today’s leading brands across voice, chat, and email channels.

Workforce Optimization

The utilization of a software platform to reach peak productivity, performance, and efficiency of the contact center’s workforce. At ERC, we use in-house expertise and world class technology to provide our clients’ teams whose schedules are closely monitored and adjust to maximize the optimization.