Ring! Ring!

(terms and definitions)

part 2

I thought one part is enough but it's not. Let's continue! It might go for another post.. 

Headset - it's the thing that is capable of listening to your customer through the ear speakers or what it is and it has a mic to let you speak to the customer. Usually the centres uses platronics or other brands for these headsets. Just be reminded, be careful with them! Be sure to return them or use them in the right way because if not, you'll pay for it. It's pretty expensive. Ah yes, it maybe 2 ear headset and yes, some call centers have 1 ear headset. That one is not easy to use, I better tell you now. Beware of those. 

Phoneset/Hardphone/Avaya - it's the phone handset itself. It's the phone that lets you get the calls, control the volume of the calls and yes, helps you to set the aux (after call and other auxes), and auto-in. It has a timer in handy to check how long you are in the call and it assists to transfer calls to other departments. It can also helps you to make conference calls if needed. Avaya is the number one hardphone used in call centers. Most call centers prefer Avaya, some cisco which I haven't use one and worse but prone friendly, Aspect. I think only one call center uses Aspect, it's quite old you see. It's like a big calculator in a form of a cash register. Ah for these days, they disabled the mute button for the hardphones. Well, for QA reasons perhaps. I can say it's stupid. =)

Softphone - some call centers doesn't have hardphones for cost strategies. Softphones are programs that enables user to use the headset without the physical hardphone. You can transfer, take calls, make calls, conference calls and others, it's like using with a hardphone. It has limitations like no mute button for it. But many call centers are going into this type of managing calls, why not? It's cheaper and space efficient. But for agents, like me, it's crap. 

Auto - in/log-in - these words are the dreaded words that a CSR or any call center agent doesn't want to hear. Even this is the reason why a call center pays us big..  It's like your sacrificing yourself to the wolves. Press that in the hardphone or softphone and you'll take calls. Prepare for the worst and least of the best of your customers. You're lucky if you are idle, avail. But nah, that happens rarely. Poor us.

Avail - it's a span of time that you're doing nothing because no call coming through to you. Agents love to hear this and it's the first word they pray after they auto - in. Hoping for some idle time and relax which of course, not always happen. 

Queuing - second word that a CSR or agent doesn't want to hear. Meaning a lot of callers/customers waiting in queue, waiting to answer their calls, complaints, requests or simply their inquiry. If you see this or hear this from your TL, you need to manage your calls because the centers wants you to eradicate the queue. The reason is well, if we are to answer more customers, centers getting paid for it not for dropped calls. Anyway possible. Yes, anyway possible. For me, I'm fine with the queuing because, I can take some time for a customer's call then have some delays until I reach my breaks or lunch. But yeah, this is draining, adding pressure and stressful. This is one of the factors why our job is not really simple. Consistently serving customers all of them, in the fastest time. 

Breaks - this includes 15 minutes break and lunch. Usually in a 8 hour shift, you have 2 15 minute break and 1 full hour of lunch which is not paid. Be sure to take your breaks not only because of adherence or TL says so. You need to breathe and think of rest. Please..

Adherence - an act of following your schedule of the day, from taking calls in a span of time, following your breaks and lunch and even logging out. 

Log out - another word or happening that a CSR or agent prays. It's the end of the shift, or nearing the end of the shift or even your lunch or break. You're lucky if you're in a long call and approaching your log out time? Good job, you don't have to worry getting overtime. But if you're in avail and have 5 minutes left before logging out, sorry to say.. You need to take one more call and pray it's not a long call. Well, as passage of time, I always do the first one, prolonging the call until I log out. =)

Calls - I almost forgot, yes, there are different types of calls. Inbound which is you are the CSR/Agent, you take a call from a customer/client. Outbound is you call a customer/client for something. Either way, an agent can be good at it. I admit, I'm good at inbound call taking because most of my experiences are in this type. Calls can be also short or long ones. It's self explanatory. 

ACD/ACW/Aftercall - this is a somewhat aux that allows a CSR/agent to finish his notes or what to do in an account. Be sure that if you're in this state, finish your tasks at hand fast and don't be lazy to forget this. If you are in this state for too long, your stats will be affected and get some spankin from your beloved TL. This one really helps if you're nearing break or log out coz it has an allowance of 3-5 minutes. So, after a long call or short call and I have 3-5 minutes before my break or log out, press this one. You're Saved from the wolves! =)

HOLD - this is the part of your call that you put the customer in a musical session or silence spree while you're are doing something to finish the customer's inquiry. Or sometimes, talk first to your team mate about gossip. Even your TL, asking for approval of credit or dispute or have some chit chat first. Or worse, use this to breathe after talking to a naive customer or an irate one. I use this also to prolong my call until I reach my breaks. =) As long you are sure that when you go back to the customer, the call will be finished. There are four steps and rules in putting the customer in hold. Ask permission to the customer, explain why you will put the customer on hold, put the customer on hold then come back and say thanks. Don't forget set expectations how long the hold is. Threshold for hold is 2-3 minutes but it may take longer especially for complicated cases or calls. 

chaka - a gay lingo word usually used, even in the floor about a call which is very bad or worst. It's a form of expression especially for those customers that are quite bad. Or even stupid ones or naive as well. It's like a wasted time talking to them and made your day bad. 


I guess, there is part 3. hahahaha