Glossary

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Abandoned Call

A call which is ended by an individual before any type of interaction with an agent occurs.

Abandonment Rate

The percentage 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 call is routed to 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 data entry, form fulfillment, and other tasks.

Agent

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

Agent Availability

The time when an agent is available to take a live call or chat 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

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 needed 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 live connections as a ratio to the total number of possible interactions conducted by an agent (typically measured in %).

Artificial Intelligence

Artificial Intelligence, also known as AI, is the simulation of human intelligence by computer systems. This can include problem-solving, learning, speech recognition, natural language processing, and planning.

ASA (Average Speed of Answer)

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

Attrition

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 Average Handle Time (AHT), First Call Resolution (FCR), and overall performance.

Auto Dialer

An incredible piece of software used for automatically dialing phone numbers from a customer relationship management software (CRM). Using a dialer provides a large number of efficiency gains for agents and teams in general.

Auto Wrap-Up

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

Average Order Value

A calculation that tracks the average dollar amount of each order placed by a consumer.

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 hangs up before connecting with an agent.

B2B

B2B, or business-to-business, is a reference used to describe companies or products that are intended to be used by businesses, not consumers.

B2C

B2C, or business-to-consumer, is a reference used to describe companies or products that are intended to be used by consumers, not businesses.

Back Office

Is the 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 completing 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.

Business Continuity

Also known as disaster recovery, it is a process through which a company can continue to operate and service clients in the event of a natural disaster or some other interruption to its regular operations.

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, businesses can build a predictive measurement of how many calls the contact center will handle during a specified timeframe. When we first start 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 calls 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. The CCO builds approaches to improve retention, enhance profitability, and foster an employee-centered customer culture.​

Chief Experience Officer (CXO)

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

Cloud-Based Contact Center

Contact centers that use web-based tools allow operations, data, and reporting to be more agile since they don’t have to rely on on-premise infrastructure.

Compliance

The process through which a business or organization attempts to conform to or follow rules, regulations, and laws.

Consumer Financial Protection Bureau

The Consumer Financial Protection Bureau, or CFPB, is a government agency that regulates financial institutions and protects consumers from unfair, deceptive, and abusive acts or practices.

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, Kenya, 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.

Cross-Selling

The act of selling another service or product to a customer.

CSAT Score

Is a legacy metric for measuring customer satisfaction through 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 complete 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)

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

Customer Loyalty

One of the most important metrics for a business as a whole. Customer loyalty can be measured by Net Promoter Score (NPS) or by using repeat customer data.

Customer Relationship Management (CRM)

A system of record for past, existing, and future customers. Typically we see most companies using Salesforce, SAP, Oracle, Zoho, or Hubspot as their CRM.

Customer Retention

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

Customer Service

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 customers satisfied and loyal to the brands in which they interact.

Database

A database is an organized collection of data, which is stored by and accessed through a computer.

Disaster Recovery

Also known as business continuity, it is a process through which a company can continue to operate and service clients in the event of a natural disaster or some other interruption to its regular operations.

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.

Escalation

Escalation describes the process through which a customer service call is routed up from a representative to a manager or supervisor who may have more experience in dealing with difficult situations.

Fair Debt Collection Practices Act

A federal law enacted in 1977 that aims to protect consumers from abusive debt collection practices and promote fair debt collection standards at the national level.

Federal Communications Commission

The Federal Communications Commission, or FCC, is a government agency tasked with regulating communications via radio, television, cable, satellite, and wires.

Federal Trade Commission

The Federal Trade Commission, or FTC, is a branch of the federal government that ensures fair competition and protects consumers.

First In, First Out

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

FTE

FTE, or Full-Time Equivalent, is a calculation that determines the number of hours worked by one employee on a full-time basis. Rather than count the number of employees, some of whom may work part-time, FTE allows for a standard data point that can be used and compared across companies.

HIPAA

HIPAA, or the Health Insurance Portability and Accountability Act, establishes standards for the maintenance and management of personally identifiable information (PII).

Inbound Interaction

When customers initiate an interaction with you.

Interactive Voice Response (IVR)

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

Key Performance Indicator (KPI)

Individual metrics used to measure the performance of all aspects of customer service.

Learning Management System (LMS)

A 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 longest time a caller has waited on hold before abandoning or connecting with an agent.

Machine Learning

Sometimes referred to as artificial intelligence, machine learning is actually a subset of artificial intelligence that involves the automatic improvement of computer algorithms based on the results of continued testing.

Make Busy

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

Multi-channel

Multi-channel is the capability to communicate across different channels, however without the capability of an integrated experience. ERC has experienced teams across the globe who 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 performing after-call work.

Omni-channel

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

Onboarding

The process of adding a new client to a company’s service platform. The integration can include uploading clients’ accounts and becoming familiar with how the accounts are to be serviced.

Outbound Interactions

Communications that start at the contact center and go 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. ERC prides itself on being an outsourcing firm for the last 20 years working with some of the best names in financial services, insurance, travel, and telecommunications.

PCI-DSS

An information security standard for accepting payments via credit or debit cards.

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 non-answers to ensure agents are connected only to live customers.

Preview Dialer

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

Quality Assurance

A process of reviewing and monitoring performance to ensure that products and services are being delivered as expected.

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

Ramp-down

The process to decrease the number of agents required to support the client.

Ramp-Up

The process to increase the number of agents required to support the client.

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 or 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 intend to cancel or switch to a different business.

Right-Party Contact

A right-party contact is when a call center reaches the intended recipient of a phone call.

SAS 70

An audit that confirms an organization’s control objectives and control activities are properly in place.

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 its customers.

Skill-Based Routing

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

SMS

SMS, which stands for Short Message Service, is more commonly known as text messaging. It allows individuals to use cell phones to communicate using text and images.

SMS Short Code

A series of numbers, usually shorter than a traditional phone number, used to send and receive messages via SMS and Multimedia Messaging System (MMS).

Social Customer Care

Customer service or engagement that occurs via social media.

Telemarketing Sales Rule

A rule promulgated and enforced by the Federal Trade Commission, that requires telemarketers to make specific disclosures and establishes call limits on the number of times a consumer may be contacted, while also providing consumers with the right to not be called again.

Telephone Consumer Protection Act (TCPA)

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

Up-Selling

The process of selling an enhanced or more expensive item than the one the customer originally intended to purchase.

Virtual Agents

A form of self-service technology in which consumers interact with 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 a business solicits and collects feedback from its customers.

Work-At-Home Agent

Agents who works out remotely from his or her home.

Workforce Management

The planning, scheduling, and reporting for operational and staffing requirement of the contact center.

Workforce Optimization

The utilization of a software platform to reach peak productivity, performance, and efficiency of the contact center’s workforce.

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