Figuring out the terms of the call centers in the Philippines

Each Call Center in the Philippines has their own personal lingo and vocabulary. Obviously, when a Filipino call center agent is talking to you, you would possibly not be able to comprehend him. Here’s a list 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 usually a benefit payment each hour worked within the graveyard shift.

* Queuing is when calls are waiting to be responded. When an agent hangs up, another call comes in. it is a usual cause of stress.

* TSR or tech support (tech support team representative) helps in troubleshooting with telephone, cable and internet products wanting to resolve issues on the telephone to prevent needless service calls.

* CSR (customer service representative) or “agent” interacts with customers to give information in response to concerns concerning the products or services and to handle and fix issues.

* High avail (agents available) is a time where there’s not too many calls coming in.

* Dress down or casual day is an American business custom have been adapted by call centers where employees have a semi-reprieve from constrictions of a formal dress code.

* Floorwalkers, formally called floor support, are representatives that “walk the floor,” assisting other representatives with inquiries, “sup calls” (callers that demand a supervisor) and overbreaks or long handle time.

* Stations are cubicles or computer units that the representatives work with.

* Sup/TL for a supervisor or a team lead, who looks after metrics and attendance, and act as a direct better than agents.

* Team is a unit inside the Production Floor where agents come together to get team scores and performance measurements.

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

* ATT is a mean discussion time, otherwise generally known as Average Talk Time.

* AHT could be the mean dealing time, otherwise termed as Average Handling Time.

* Service Level will be the percentage of calls recieved in a determined time-frame.

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

* ACW/NR is the amount of time spent without the need of talking with a customer asks for while not talking to a customer.

* FCR may be the proportion of calls that is certainly completely take care of the customer’s concern (if the customer doesn’t call back about the same problem for a certain period of time, its regarded as an effective resolution or FCR – first call resolution).

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

* Idle Time may be the percentage of time agents spend because they are not yet ready to take calls.

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