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Also posted in my other blog: https://philippinebpofiles.wordpress.com/

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call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

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DMAIC (Define Measure Analyze Improve Control) – A Six Sigma mantra that briefly shows the steps of the cycle of process improvement. Impress your supervisor by knowing this and if you aspire to be in Workforce or in Quality Assurance.

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

OB (Overbreak) – When an agent goes beyond the alloted time for a break, then you will be publicly shamed by the Workforce analyst on duty by screaming your name and your sins for the entire floor to hear. Do this regularly if you are a masochist.

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

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.

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

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Back Office  – Basically the guys who do the paper pushing and processing of the orders, tickets etc. that you did to resolve a customer’s concern. Back office work is now a growing section of the Business Process Outsourcing (BPO) industry in the Philippines. This is why most call centers prefer to be called BPOs instead as there are a growing number of non-voice accounts with non-frontline work being done.

call center abc

Terminology and acronyms that you need to know. (Because everything is measured. Everything.)

— — —

CSAT (Customer Satisfaction Survey) – Usually a 5 question survey sent out to customers at the end of a call to gauge how you have assisted them. The dread of every agent in an account with CSAT. It ensures that you are nice to your customers….or you can kiss your incentives goodbye.

To get an idea of how CSAT works call your local telecom provider such as Globe or Sun and you will get a text message survey. That is the CSAT survey.

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