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Figuring out the Terms of the Call Centers in the Philippines!


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All Call Center in the Philippines has their very own lingo and vocabulary. Needless to say, if a Filipino call center agent is in conversation with you, that you may not be able to comprehend him. Listed here is a listing of the most common used call center lingo in the Philippines:

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

* Night Diff (night differential) is a benefit payment per hour worked within the graveyard shift.

* Queuing is when phone calls are waiting around to be answered. When an agent hangs up, another call enters. it is a usual reason for anxiety.

* TSR or tech support (technical support representative) assists with troubleshooting with telephone, cable and internet services and products seeking to solve problems on the telephone to avoid pointless service calls.

* CSR (customer service representative) or “agent” interacts with customers to provide advice responding to concerns about the goods and to manage and solve complaints.

* High avail (agents available) is a time where there's not too many calls arriving 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 in case of enquiries, “sup calls” (callers that demand a supervisor) and overbreaks or long handle time.

* Stations are cubicles or computer units that the agents work on.

* Sup/TL for a supervisor or simply a team lead, who looks after metrics and work, and act as a direct superior to agents.

* Team is a unit on the Production Floor where agents interact to get team scores and performance metrics.

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

* ATT is a mean dialogue time, otherwise referred to as Average Talk-time.

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

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

* CPH/IPH is the amount of calls/inquiries each hour an agent handles.

* ACW/NR is the amount of time spent while not talking with a person requests while not chatting with a customer.

* FCR could be the number of calls which can be completely solve the customer’s issue (when the customer does not call back about the same problem in a particular time, it can be deemed a successful resolution or FCR – first call resolution).

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

* Idle Time may be the percentage of time agents spend simply because they're not yet willing to take calls.

This might be a complete nonsense list for many but for those who are curious about trying their luck in the call centers in the Philippines , this can be list is their lifeline. The Philippine call centers have slowly crawled into the American culture as Filipinos slowly embracing the change.


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