Terminology and acronyms that you need to know. (Because everything is measured. Everything.)
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Call Avoidance – In the call center industry this is a mortal sin, you very very bad girl. Go to the corner, you’re grounded, and repent – otherwise you will get karma, because being a customer too you don’t want your agent to avoid your calls too, do you?
This can take many forms: “hadouken”, call dropping or disconnecting calls, going on mute until the customer hangs up, delaying the opening spiel so that the customer thinks no one picked up etc.
Like Buffy hunting down a vampire, the QAs will be after your head.