The last time you heard from us was when we discussed top 11 buzzwords of Call Center Outsourcing Services. This time, we are going to take a trip down to call center scheduling and staffing and understanding what are the top ten keywords that keep it alive and kicking?
1) Workforce optimization (WFO): A technology consisting the tools and weapons of workforce, efficiency and performance management to keep everything under check such as quality monitoring, liability assets, speech analytics and recording.
2) Shrinkage: The percentage of time in which no calls or productivity is reported by agents like calling in sick, vacation time, leaves and training.
3) Erlang B: A modeling formula used in call center scheduling to assess the workforce and number of call joints required to answer calls during a one-hour period.
4) Erlang C: This formula is used to calculate delays or wait times during calls by an agent. Erlang C is based on the factors like number of agents at given time, number of callers waiting to get through and average time to respond.
5) Automatic Call Distributor (ACD): A telephonic facility to manage incoming calls based on the previously stored preferences and handling instructions for caller.
6) Trunk: A trunk is a connective device to handle multiple signals and switching centers. These signals could be voice, data, image or videos.
7) Auxiliary time: It is a time when call center agent is not working and also not taking the calls. This can also be referred as unavailable time.
8) 24-7 call center: 24/7 call center is always on the go 24 hours, seven days and 365 days a year. They operate in two or three shifts rotation as per the convenience.
9) Call volume: The flow or numbers of calls received by call center at given point of time. It can vary as per the demand or season.
10) Night shift: Generally referred as Graveyard shift it is difficult for both the management and agents. Establishing biological clocks at unusual time demands lots of patience and focus.
1) Workforce optimization (WFO): A technology consisting the tools and weapons of workforce, efficiency and performance management to keep everything under check such as quality monitoring, liability assets, speech analytics and recording.
2) Shrinkage: The percentage of time in which no calls or productivity is reported by agents like calling in sick, vacation time, leaves and training.
3) Erlang B: A modeling formula used in call center scheduling to assess the workforce and number of call joints required to answer calls during a one-hour period.
4) Erlang C: This formula is used to calculate delays or wait times during calls by an agent. Erlang C is based on the factors like number of agents at given time, number of callers waiting to get through and average time to respond.
5) Automatic Call Distributor (ACD): A telephonic facility to manage incoming calls based on the previously stored preferences and handling instructions for caller.
6) Trunk: A trunk is a connective device to handle multiple signals and switching centers. These signals could be voice, data, image or videos.
7) Auxiliary time: It is a time when call center agent is not working and also not taking the calls. This can also be referred as unavailable time.
8) 24-7 call center: 24/7 call center is always on the go 24 hours, seven days and 365 days a year. They operate in two or three shifts rotation as per the convenience.
9) Call volume: The flow or numbers of calls received by call center at given point of time. It can vary as per the demand or season.
10) Night shift: Generally referred as Graveyard shift it is difficult for both the management and agents. Establishing biological clocks at unusual time demands lots of patience and focus.
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