Final part
(terms and definitions)
QA - Quality Assurance is the meaning of this two letters. It is defined checking quality of your work or call. Of course, the people behind it are called QA specialist, QA supervisor, QA team member or simply QA. They are not your friends when it comes to work. They will be your gatekeepers, your enemies and yes, they will say it's time to go. Although that's the case before, now their responsibility comes down to simply reminding us to keep up the scores. They also assigned to do calibrations of process and coaching to agents. As one of my previous OM says, it's the most boring job in the company. How can't I agree? All you do is to listen to calls of all the agents you are assigned to and evaluate them. Not only that, you will also do some reports and well, scold some agents for poor work. hehe But I love that role, well but the problem is you will not have that many friends in the production floor especially if you're kinda strict. However, as an agent, you need to check this metric.. Because if you don't or you've been careless about your QA scores (some of the centers have QA and NPS seperately), then be worried about staying in your job.
NPS - Net promoter score. A new way of checking how the company really connects to customers by having a scoring system involving promoting the company to others because of the outstanding services they got. Or should I say, for better wording, customer experience! hehe Anyway, this new metric that it used now by almost all big companies are sweeping the industry because of its complexity. I mean, why score people who will say I love this company because of great service, I'll promote this to my family and friends which most of the time not true. Definitely, I believe, this metric won't really convert like those companies believe sales or expanding business to new customers but this. With harsh financial times and competitors doing great marketing strategies other than customer service make this metric simply unbelievable. In fact, for call centers, this metric will be a burden in the future. Remember, this metric is right minus wrong. For example, you get a score a positive 100 in one call but you got a total average of -100 for 3 calls, it's negative score in your NPS and you will need a lot calls to catch up and make it positive. Sad to say for those negative calls even it's not your direct fault why the customer felt that way, unlike QA you can dispute it, this one.. No dispute, it's final. =(
alam na - you know what to do. hehe You know what will happen in your call/work.
Open door/Open book/transparent policy - Meaning, the center has this policy that you can say whatever you want to say directly to the higher ups. Well, it rarely happens something happened from above doing this as a reaction to a certain problem. But well, because of the diversify nature of this industry and the needed efficiency of the business, they have this.
Higher management - These are the positions that well, manage all down under. Like director, SOM, Call Center manager, Account manager, CEO, CFO, or sounds something executive in the position title, they have authority and they rule. But nice thing about the industry, you can call them just the first name or nickname, or just call them like I do, Boss and then name. hehe
Workforce management/Resource center team - This is the team who responsible checking the headcount of the center. This where all kind of reports are generated from AHT, absenteeism, tardiness, QA, VL, SL and other stuff that the higher ups wants to see. They are also who reminds that if you're in a long call or if you want to set up auxes or meetings and yes, breaks as well. They give you the schedules for your work and determine what schedule you'll be working with.
HR/Human Resources/Employee relations - This is one of the integral parts in a center or any business perhaps. HR department. They are the ones who release payroll, disputes in payroll, plotting of VL which now you need a reason to rest!! SL, sanctions, performance appraisal, parties to set up, rewards and recognition and a lot more they do. Geez, ah I remember if a lot of agents visiting HR everyday, meaning the company is not really good. I just realized that. They also execute policies or mostly admin work, especially processing loans from government or private banks. They can be your helper or worse, tormentors especially if they lack of competent people. hehe Ah don't forget, they also the ones who screen the newbies, like hiring/recruitment.
The Account - Of course, this might be long.hehe But nah I'll give a simple explanation of this. A BPO/call center cannot work without the account. The account meaning it can be a US which is the most stressful kind of customers you'll have.. UK! A great account because of their pleasant accent and intellectual customers. Just be careful how you sound and 2 accents that until now, I can't understand. Scottish and Welsh. Bloody hell. hehe
Australian which for me, the easiest to work with, the understandable accent they have and just as intellectual like the British but can be harsh or if you're lucky, racist. But not all of them of course, around 5%-10% of my calls are quite hard to deal with. But definitely, they're fun to talk with.
The account can be a telecommunications from mobile, landline, internet or even TV services, financial services like banks, IT services like computer after sales service or troubleshooting help, sales of certain products or services, hotel reservations, online reservations, even online gambling and a lot more I can say that can be outsourced here. For a detail account of it, check the next chapters later.
One tip for newbies, just grab an opportunity to work in any account to see if you really feel working in this industry or to the said account. Just enjoy working one and if you feel stagnant or stressed, there is a lot outside. hehe
Tip for veterans, just avoid US accounts. Even the pay is really enticing and huge, but now, the stress and health concerns about working into it are not really rewarding. Better find a dayshift or midshift, and yes, avoid telco accounts. That's a truth! hehe
For now, I know I missed a lot terms to write here but at least I covered around 50% of it according to what I've experienced.
The next ones will show what I've experienced and yes, places/companies that I can recommend or rant as well or even what I heard about them. Just wait for the next chapters, they are quite revealing. =)
(terms and definitions)
part 3
Wit!- it means, no. hehe
AHT - Average handling time. This is the most common measure that a call center/bpo used when checking the productivity of an agent. Like it or not, this is the most important metric they'll ever check if you want to live in your job. Although some call centers give some leway in this, most of the centers don't, especially the outsourced ones. Geez. Don't be surprised if they give a higher target, I mean shortest of calls even the account is very freaking hard, they don't care about. The usual computation for this, talk time plus hold time and ACD/ACW.
Keri - meaning you can do it, go ahead and yes.
Escalation/sup calls - of course, number one rule in an CSR role is to avoid sup calls or escalating to an TL because it will affect your AHT and disrupts your TL's work. Worse, and it's true.. Some TL's even they are paid to do it, avoiding sup calls. Worst is your TL can't be found. But not all TL's are like this. hehe It happens in every agent, even me. But anyhow, if you're a veteran, you know what to do. First attempt to calm down the customer and give what he wants if possible, and still if the customer is quite agitated and asking for escalation or more, try to de-escalate and use some reasons. Usual reasons, TL is taking other calls, TL is on a meeting, TL is not around but will call you back in 2 hours. If you're a customer and you hear this, please understand, it simple as TL is not available to answer you. If the customer insists and threat to go to court, ombudsman or legal action, get your TL right away! Once you speak to your TL, give the reason for sup call, what happened, what did you do and tried to do to the customer and the mood of the customer. If TL says yes, step out, and let TL do the job.
Reliability/Attendance/being present - this is of course, in any kind of work, meaning your presence at work. Even most of the centers consider attendance is a small portion of your scorecard, this is the most important metric in a job. Of course, you cannot reach other stats if you're not present at work. A tip for you, if you don't really like the job, just please inform TL you'll be gone. Because an absent of a team member in a day, really makes your TL in a bad mood. It will affect the stats of the time and will get some spanking from higher ops. But if you're into this industry, and you want to survive, forget the other stats, just be on time and present and it will help you along the way of having perfect attendance. Take it from me. hehe It does help especially if your stats are just falling down.
Absent/Absenteeism - simply not going to work for a day, unplanned and yeah, just making excuses of not going to work. I've experienced a lot of excuses why you will not go to work. TL's have heard all the kinds of excuses of agents not going to work. Ranging from agent got sick, to family emergencies, bereavement, to simply I'm not feeling well but the truth is, the agent is looking for another center. =) Don't forget always to inform your TL that you'll not going to work because to avoid tagging you as NCNS (no call no show). That tagging, you don't want to see that in your file, because it stays for a long time and 3 NCNS incidents, you gotta find another job. If you got sick, don't forget to have a medical certificate ready when you go back to work. If you're not really sick, just be sure, you've enough cover to show that is the truth and not the all the way around. hehe This metric is high especially for US or night shift schedules. Why? It's better to sleep and give yourself a rest than talking to angry customers. Don't also forget to inform your workforce team if you'll be absent.
Tardiness/Late - Logging in not on time, for example your shift is 9pm, and you've just log in at 9:05pm, you're late for 5 minutes. You can be late sometimes, but not everyday, or every other week or yeah.. Avoid being late most of the time because it may triggered as absence or worse, be suspended or terminated. To avoid this, simple advice, try to estimate your travelling time from your house to your work. Especially for those who is working very far from home, try at least going out from home 1 hour before your log in time. Or if you can 2 hours so if there is traffic or what happened along the road, you won't be late. It will also make your TL mad if anybody will be late. By the way, most centers, if you're late by 2 hours, or some 1 hour, you might as well not go to work anymore. You might be tagged as absent.
Tools/Product tools/system - This is the term used meaning of what do you use in serving the client. What kind of tool you use for billing, or tech support, or adjustments/credits, or even tracking calls. Each center has different systems used in serving their customers. Don't be surprised if some still uses msdos systems. Some used siebel which is always lagging behind in reboot. Or others web based systems meaning it's like visiting a web page. Others use Citrix, virtual desktop type, meaning you have a live desktop and this one launches another desktop to have the specific tool run faster. Live with it that is slow which depends what kind of computer you use. Some centers don't upgrade their computer desktop so the tools are damn slow. Or other centers, well, IT is there to fix the problems of the tools and upgrade the software. I know it affects such productivity of an agent but well, gotta live with it and there's nothing we can do about it. There is no perfect system or tool. Nothing is perfect perhaps.
chos - if a person says this to you, it's like an expression it's a joke or something unbelievable.
Next will be the last..
(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
(terms and definitions)
Part 1
Ok, this time it's about some terms or definitions, or words that usually used in the BPO industry. It may have some gay lingo because well it is used in this industry, especially when you have them in your team. We use it sometimes as a form of expression especially when you're in operations. It's like a glossary of sorts, and yes, this is just the beginning of my worthwhile and ongoing experience with this industry. Sorry it's not arranged because I just used random thoughts for this, whatever comes to my head and yes, this might be long. Very long.
Floor - it's the term used for the working area itself, you'll see the cubicles, stations, chairs, computers and the dreaded headset and yes, hardphone itself. This is where you work, you live, and sometimes, almost feel die for the work, especially if the customers are not good to you. It's a pretty noisy place.
Pantry - the place you eat, other words, it's like your canteen in school or restaurant in work. They sell food, or other stuff, even prepaid call load. Don't expect the concessionaire has good food to serve because it depends in the concessionaire itself. Number one rule there is CLAYGO. After you eat, especially if you're using the pantry's plates or utensils, bring it to the proper disposal for cleaning or well waste management. It's quite tedious sometimes but well, you don't want to be reprimanded by security for not bringing used plates to the wash area. Geez.. Or how about leftover food or boxes from takeouts/deliveries. Just simply follow the pantry's rules.
Ops - short term for operations. This is where the org chart works, your OM to TL then you, agent, CSR or drone.
OM/Senior TL/Higher Boss/SAMO - Operations Manager for short. Higher than your TL, makes the final decisions, makes your life miserable if she/he wants to. Approves decisions beyond your TL's limit or yours, and yes, sets goals for the cluster, ways to decrease the number of agents or keep them. Also, if they are available, conducts final interviews before you leave the company.
TL/Boss/AMO(in one center that's the abbreviation) - Team leader, he/she will be your guide, friend or enemy, tormentor or savior. Sets goals for yourself and the team. Makes initial decisions about your calls, sup calls, credits, adjustments, returns, others, or for yourself. He/she will make your life easier in the floor or living hell if you can stay put. The one will back you up especially if everything fails after you've done all the solution. The one who might leave you in times if he/she doesn't know what to do. Can be your reliable friend or worst enemy as days goes by. It depends in your working relationship with him or how the whole team works with him. That same goes with other TL's in other teams, some of them you don't want to approach or some you'll approach them first before your own TL.
Team - a group of people under the same ranking or work, under a team leader. For short, slaves of TL's, OM's or even the company itself. It may composed of same attitudes (which never happens) or different ages, attitudes or preferences (which always happens) that working hard achieving the same goal. Passing the stats or if possible, higher scores over the goals. Don't be surprised at the first day you're quiet with your team. As days goes by, you'll work with them, and there are people that don't care. Some guillible, noisy, fun to be with. Some just don't want to go along or well, doesn't mingle even in team meetings. Some just disappear which is pretty normal in this industry. If the team goes well, all of you should be happy, if the scores are down and did not pass the stats... Hope and pray that you'll be working with the team until next month or say goodbye to them. Yes, at those times, there will be heads rolling and finger pointing which sometimes, demoralize the team. Don't forget the never ending coaching and motivation you'll get at those bad times. In good times team morale is sky's the limit, in bad times, everybody is thinking of getting out.
stats/metrics - it's a measurement how you or your team performs in a certain time. It ranges from daily, weekly, monthly, quarterly for others and yes for yearly appraisal, yearly stats. These numbers composes in each skill you need to perform which I'll discuss later. You'll see it below. Some stats are not numerical wise but more of descriptive format like other companies do but it gives the same affect to the agent. It's either you pass or fail. Yes, don't explain or reason out when it comes of failing performance, the TL or OM will just tell, the stats shows otherwise. They only use those reasons for coaching and feedback purposes to improve your performance. Numbers does show. Just accept these numbers.
agent/CSR/rep/colleague/team mate - your job, simply customer service representive, inbound customer service representative or simply you're the representative of the client you are working for. Serving customer's needs or wants.
inbound - customers calling the company. customers calling in for service request, sales, technical support, disputes, complaints, modifying service, general information. It depends what is the client does. Or your company does. Yes, even customers that are lost in a certain place, they call us.
outbound - agents or representatives of the company calls the customer about the company's services. Usually it's for sales, selling a client's product or services, like sh*t cleaner or credit cards, mobile phones and even membership cards. Anything that your client is selling.. You call customers to follow up disputes, or returns that requested, credits that are promised or broken promises. You also call customers who doesn't pay bills or deliquent customers that sneek out not paying what they ordered. As long you will call the customer from your hardphone, that's outbound. You even call them to check if they are ok with the services you provided. Damn.
In house company - BPO companies that the owner itself is the main office overseas. It's like they did expand their business here even not really giving the services like those in their main office overseas. Good example, JP Morgan chase, they don't have like a local bank here but they do have an extension office here for their financial services from their US clients only. If you are an employee of these companies, meaning you are indeed an employee not a representative or a contractor. However, other companies does have branches here not only for outsourcing work but also expansion of business here in the country.
3rd party/outsource/contractor - BPO companies that are servicing companies from overseas. Companies that decided to outsource or branch out, move their other business operations or services without putting up an expansion office in the country. These companies has the biggest share working in the BPO industry because not all in house or big companies want to put up branches here due to well big expenses and hassle. These companies earn through what bulk of work they can handle from their clients. A good example of this, well let's go with the biggest, Convergys. They cater a lot clients and most of their clients came from different big US telco companies. You are working as a customer service representative of a US telco company but you are not with that US telco. You work for Convergys and no one else.
Outsourcing - type of business strategy that moves a function of business in a company's operations from their homeland or mother country to a different country who is qualified to do the work. Example, an US satellite provider decided to pull out the inbound customer service function from Denver, CO to well, here at Makati City, Philippines. Reason? Instead paying around $8-$10 per hour (not sure the hour pay rate) in Colorado, that can be translated here as a one month salary of an agent who has almost the same skills. Cost cutting and savings plays a role in a company's decision to move business elsewhere. Simply saving money.
For now, that's it.. More terms at the next one. I decided to cut this one because, you might get information overload. =) It's a lot, I got carried away.. I think this part will have more of this kind.. hehe
