Call Center Vocabulary - Hipronary School

5/3/2021 Call center vocabulary – Hipronary School
Call center tips

Identify yourself immediately
Hi, Emmanuel. Joshua here from Hipronary School
with the following phrase, or the
Service.
contact may hang up on you.
This question demonstrates

Did I catch you at an OK time?
respect for the person’s time.
This phrase allows you to continue

Emmanuel, I’m sure you’re busy so I’ll be brief, I don’t the conversation regardless of how
want to take up much of your time. the person initially responded to
you.
The reason for my call is this. We just came up with a new

course and service platform through our website, so I The purpose of these sentences is
deemed it important enough to let you know in order to to create a compelling reason for
keep you posted about our latest product launches, since the person on the other end to
every company has an obligation to their customers to continue the conversation.
give the best service ever.
https://hipronary.wordpress.com/2017/06/24/call-center-conversation/ 2/32
This eliminates a potentially

Now, you may be wondering if we can enroll you in this
adversarial posture, lowers the
new course. Well, depending on what you’re currently
person’s resistance, and brings
doing, I don’t know if you have a need for our services.
down his or her guard.
This statement opens up a

But with your permission, let’s talk for a few minutes to
dialogue so you can get permission
determine if there is anything we’re doing that you could
from the prospect to have a
benefit from.
preliminary conversation.
This establishes a timeline, le ing

the prospect know that you’re
Would you be comfortable spending just a few minutes taking accountability for the
with me on the phone now, if I stick to this timetable? length of the call, that you respect
the person’s time and won’t keep
him or her on the phone.
Once you have go en permission to continue, you now

have a prospective customer engaged in a conversation
with you–and you can then determine whether there’s a
good fit.
Advanced verbs to use

To Disconnect
The verb to disconnect means to
(ˌdɪskəˈnekt) My computer crashes every time I
end a connection to the Internet.
disconnect from the Internet.
To Process The verb to process means to deal
(ˈproʊses) It will take a week for your application to be officially with a document, request,
processed. etc.
To Iron out The verb to iron out means to get
(ˈaɪərn aʊt) We’re still trying to iron out some kinks with rid of any problems or difficulties
our new computer system. that are affecting something.
To Output The verb to output means to
(ˈaʊtpʊt) Computers can now output data much more supply or produce information,
quickly. results, etc.
The verb to maximize means to
To Maximize
increase something as much as
(ˈmæksɪmaɪz) Maximize the window to full screen.
possible.
The verb to click means to choose a
particular function or item on a
To Click
computer screen, etc., by pressing
(klɪk) To run a window, just doubleclick on the icon.
one of the bu ons on a mouse or
touchpad.
If a computer crashes or you crash

To Crash
a computer, it stops working
(kræʃ) Files can be lost if the system suddenly crashes.
suddenly.
To Pull up The phrasal verb to pull up means
(pʊl ʌp) I’m going to pull up Chrome to bring up a virtual to get information from a
map of the area. computer.
The irregular/phrasal verb to bring
To Bring up up means to make something
(brɪŋ ʌp) Click with the right mouse bu on to bring up a appear on a computer screen Click
new menu. with the right mouse bu on to
bring up a new menu.
To Mouse over The verb to mouse over means to
(maʊs ˈoʊvər) Mouse over the link in the original use the mouse to move over
message. something on a computer screen.
To Input
The verb to input means to put
(Input – Input) The I.T department input all the data into
information into a computer.
their processor.
To Wipe out The verb to wipe out means to
(waɪp aʊt) The program wipes out the old data before remove information stored on part
writing the new one. of a computer.
To Debug The verb to debug means to look
(ˌdiːˈbʌɡ) Before migrating the information, we have to for and remove the faults in a
debug the database first. computer program.
Example of script
“Thank you Mr. Quesada I understand why you may feel that this is not of any interest to you;
however, I can assure you that another customer told me the exact same thing and now he is
benefiting from our new method. I understand that improving your English is rather important
for you and your career as well — can you share with me why improving these metrics is not of
any interest to you at this time?”
Example of script
“Thank you for the insight, Mr. Quesada. I understand why you may be hesitant to open up
some budget for a method you have no experience with. The reason I am calling you however is
to open up some initial dialogue. Some customers implemented our course and new method to
enhance their English skills and lack of confidence when speaking to native speakers and I
understand these are also problems for your business. Even if you do not purchase our course, it
would be prudent for us to connect and discuss the benefits for you when budget does open
up.”
Example of script
“Mr. Quesada. , since the last time we connected, we have improved our method and expanded
integration offerings. These updates are the reason why a lot of new customers just signed with
us last month. Since you mentioned lack of vocabulary and confidence when interacting with
native speakers as problems the last time we spoke, it would be great to reconnect and discuss
the added value these improvements offer to your business.”
Example of script
“I’m glad to hear that you are already working with another English school– this confirms that
you see the value in using English as a solution to thrive your life. I am calling you because in
addition to increasing your English skills, we’ve worked with companies with a vast experience
when it comes to speaking English and in fact we are teaching advisers and we really deem that
you may benefit from our knowledge and experience.
Example of script
Agent: Hello, may I please speak with Emmanuel Quesada?
Customer: Speaking.
Agent: Mr. Quesada, you may remember that we talked briefly about your telephone plan in
January. At that time, I promised that I would contact you 30 days in advance of your renewal.
You indicated your plan expires on May 15th, 2017.
The purpose of my call today is to ask you some questions about your satisfaction as customer
so I may provide you with a new and more suitable plan.
Example of script
Hello, Mr. Quesada.
This is Joshua Calvo from Hipronary PLC.
Albert Welsh from Avanze company looks after your Commercial business, and he has asked
me to contact you regarding your Personal and Home insurance.
Do you have a minute to discuss this now?
We would like an opportunity to give you a quote on your insurance the next time it renews.
Rather than take up your time today, I’ll give you a call a month prior to renewal date to obtain
current information and provide you with a quote.
Thank you for your time. REJECTIONS:
IF NO TIME
When would be a convenient time to call back? IF NO MONEY
We can offer a monthly payment plan to spread the premium over a year. IF NO HURRY
If you will give me the x-date now, I’ll be glad to provide you with a comparison quote when
your insurance expires. IF NOT INTERESTED
(Terminate the call pleasantly.) RESPONSES:
I appreciate your time.
Please call us.
Would you agree that no agent has the corner on markets?
I can appreciate that.
I can understand that.
Example of script
Agent: Hello, Mr. Quesada. I’m Joshua Calvo from Hipronary PLC, Albert Welsh, who works
with you on your Commercial insurance program, has asked me to call you today to tell you
about our Workers Compensation program.
Do you have a few minutes to discuss this?
Customer: Well, I have a meeting in five minutes.
Agent: This will only take two minutes, at the most.
Customer: Okay.
Agent: We would like to take a look at your current Workers Compensation program. As you
know, Avanze agency takes care of your Property and Liability coverages, and we have found
that our customers prefer to have all their coverages with one agency. You’re less likely to have
coverage gaps or overlaps when just one agency is looking.
I don’t want to take a lot of your time right now. Do you know when your current Workers
Compensation policy expires?
Customer: In September, I think.
Agent: Thank you. I will be contacting you two months in advance, in September, to set up an
appointment between you and Albert Welsh. Thank you so much for your time.
Example of script
Agent: Hello Mr. Quesada, this is Joshua Calvo from the Hipronary PLC. Do you have a
moment? I’m just calling to find out when your present Business insurance expires, so that we
could see if you would be interested in our new coverage.
Do you know when your present policy expires? Fine – well, if it would be okay with you, I’d
like to call you back when that policy is up for renewal. Many business owners have found that
our Business coverage is highly competitive. Would it be all right if I contacted you in, say,
three months to offer you a review of your Business coverage? Great – thank you, Mr. Quesada.
I’ll be in touch at that time.
So that I can be ready to talk to you, may I ask two more quick questions? Mr. Quesada, about
how many employees work at your company? Uh huh. And approximately what is your annual
sales volume? Okay – that’s all I need to know. Thank you, Mr. Quesada. I look forward to
speaking with you in March.
Example of script
Agent: Hello Mr. Quesada, my name is Joshua Calvo. I am with Hipronary insurance. Several
months ago we spoke briefly in reference to your Business insurance. You had expressed an
interest in looking into ge ing some competitive proposals on your current policies.
Our records indicate that your policy is coming up for renewal in November.
Our representative is going to be in the area next week. Would Monday or Friday be a good day
for you to meet with our representative? IF YES: CONTINUE
Great! Now, is morning or afternoon be er for you?
VERIFY ADDRESS
He/she will be contacting you 24 hours prior to appointment just to make sure everything is OK.
We are looking forward to meeting with you. Thanks.
Example of script
Agent: Thank you for calling Hipronary. My name is Joshua. How may I help you today?
Customer: I am calling because I received a wrong bill. I just paid my phone bill two days ago
and my payment is not reflected in the bill.
Agent: Sorry for the inconveniencsir. May I have your Account Number, please..
Customer: 5340036548
Agent: For verification purposes sir, Can I get your name and birthdate?
Customer: Emmanuel Quesada, July 23, 1989 and the account is under my name..
Agent: Thank you for that information sir. Per our system’s data, you did pay your last bill last
Aug. 12 which was two days ago in one of our affiliated payment centers and you currently have
0 balance. However, the bill that you received was generated a week before you made the
payment that’s why your latest payment had not been reflected. You can simply disregard the
amount indicated in the bill and continue enjoying our services.
Customer: Thank you.
Agent: Delays in the bill is usually caused by delays in our courier services. For a more updated
bill of your account, you can visit our website and log in to your account. This bill is more
updated
Customer: Ok I will.
Agent: Will there be anything else that you need sir?
Customer: No thanks.
Agent: Thank you for calling. We are glad to assist you.
Customer: Ok, bye.
Example of script
Agent: Thank you for choosing, Hipronary Internet. My name is Joshua. How can I make you a
Very Satisfied Customer today?!
Customer: I was speaking a while ago with Carolyne, and she says that my modem is
malfunctioning. Unfortunately, I’m a unemployed engineer, and right now I can’t really afford
paying for a new modem. So, I would rather just cancel my Internet Service, and try my luck
with a different Internet Service Provider!
Agent: Oh, I’m so sorry to hear about that sir. Don’t worry, I’m here to help you out. Let me see
what I could do for you, let’s start first by verifying your account number, is that OK with you?!
Customer: I already gave my number to the previous agent, but, here it is again, for the ninth
time. 506-5215-0000, my name is Emmanuel Quesada.
Agent: Thank you Mr. Quesada, so, that is 506-5215-0000, is that correct?
Customer: Yes. And, if you will ask, that’s also my call back number.
Agent: May I please verify the last four number of your Social Security Number?
Customer: It is 4949.
Agent: Got it, thanks! I believe that you’ve been with Hipronary Internet for quite a while now.
And, honestly, we don’t really wanna lose customers just because of a bad modem. Here’s how I
can help you…
Customer: You see, If you check your records, I’ve been actually calling you almost every other
day for the past few weeks. You guys, just wasted my time, and I can’t believe that I’m still with
you folks!
Agent: Emmanuel, I understand your situation, and I would feel the same way if I’m in your
situation. So, please, calm down, and stop yelling at me. Let me tell you what I could do for you,
OK? Just give me a minute…
Customer: I’m so sorry, I’m not really taking it on you, and am not trying to be a difficult
customer. It’s just that I’ve had so much stress, more than I can actually imagine. But, please, go
on.
Agent: OK, here’s what I could offer you. Since, you’ve been with Hipronary Internet for more
than 5 years now. I’m gonna get you a free modem, with Wireless capability, absolutely, free of
charge! And, I’ll place the order now, for an overnight shipping. So, that means, you’ll get the
free modem by tomorrow.
Customer: Wow, that’s actually great! Thank you so much!
Agent: And, also, I’ll sign you up for a FREE 3-month trial Speed Upgrade. So, from your old
package, instead of ge ing max of 3 Mbps, you should now get 6 Mbps of speed. After 6
months, you could still have it for an additional 5$ a month, or, if you are not satisfied, you
could just simply downgrade your plan, back to the old package.
Customer: That’s actually a pre y good deal. I can’t ask for more. I guess, I’ll be staying with
you guys for a very long time, and I would be glad to recommend you to all of my friends!
Agent: Well, I’m so glad to here it from you. Do you have a pen and paper, so you can write
down your order number?
Customer: Ok, I have it.
Agent: Your Free Modem Replacement Order Number is AHP-234TW01. You’ll get this modem
tomorrow. For the setup, if you can’t follow the setup instructions on the manual. We have our
24/7 Technical Support hotline who can help you setup your new modem. So, would there be
anything else that I could assist you with?
Customer: I’m speechless, Joshua, all I can say now is THANK YOU!
Agent: You’re very much welcome, MR. Quesada. I hope I was able to make you a very satisfied
customer!
Customer: Yes, Joshua, you did! Goodbye!
Agent: Thanks Mr. Quesada, and Again, my name is Joshua, Thank you for choosing
Hipronary Internet! Enjoy the rest of your day!
Agent: Thanks again, Good bye!
Example of script
Agent: Thank you for calling Hipronary Bank. My name is Joshua. How can I assist you today?
Customer: I want to report a stolen card. I got drunk, and had lost my wallet last night.
Agent: Oh, I’m so sorry to hear about that, don’t worry, we’re gonna make sure that we freeze
your account, so no one can use your Credit Card, ok?
Customer: Thanks, I hope no one have tried using it.
Agent: Don’t worry, we are gonna be alerted right away by our System, if there are any invalid
pin a empts on your card. For security purposes, let me just verify your account first, ok?
Customer: Sure, go ahead. What do you wanna ask?
Agent: I need to verify your First and Last Name?
Customer: My name is Emmanuel Quesada!
Agent: Thanks, Emmanuel. And how about the last four numbers of your Social Security
Number?
Customer: It is 4949
Agent: Last, but not the least, may I please verify your complete Billing Address?
Customer: I live in 123, Belen, Heredia, CA, 506.
Agent: Thank you so much for all of the information. I’m now processing the request to freeze
your account. Please, grab a pen and paper. Thank you!
Customer: I have it, go ahead!
Agent: As of November 15, 2017 at 9PM, your Credit Card Account is now frozen. You’ll get your
Card Replacement within the next 3-5 Business Days, Free of Charge. Your Confirmation
Number is 15024215
Customer: I got it, thanks a bunch, Joshua! You’re such a big help!
Agent: You’re very much welcome Emmanuel! Is there anything else that I could help you with?
Customer: I guess, that would be all for today. Thanks again! Bye!
Agent: You’re welcome! And, again, my name is Joshua! Thank you for calling Hipronary Bank!
Good bye!
Example of script
Agent: Command Center, what’s your Emergency?

Security guard: Oh my God…. I heard gun shots from outside of the branch, and saw 2 black
male running from main street… *Screaming*
Agent: sir, please, calm down, OK If you scream, I won’t be able to understand what you are
saying, this is very important so we can alert the authorities right away.
Security guard: Ok..ok… I’m sorry…
Agent: Thank you, you are doing a great job! You said, you heard multiple gunshots, and 3 male
running from outside of the branch, is that right?
Security guard: Yes, they are already gone. I saw 2 black male running down the street.
Agent: Don’t worry, I’m reporting it as we speak sir, are you alone in the branch, or there are
other employees?
Security guard: No, beside me laying on the groung is a teller. I don’t have a gun with me, and
he knows so when we heard the shots he fell backwards clutching his chest in apin and I don’t
know how to do.
Agent: And, what is your Name and Street Address?
Security guard: My name is Emmanuel Quesada, we are at 201 Rivera, Belen, Heredia.
Agent: Thank you, got it. Make sure that all doors are locked, and stay with me on the phone,
OK I already alerted the authorities, and they are now on their way!
Security guard: Thank God…
Agent: At what time it happened?
Security guard: It was just 5 or may be 10 minutes ago… Where are the police and the
ambulance?
Agent: sir, they are now on their way!
Security guard: Wait, I’m hearing some sirens.
Agent: That must be the ambulance, don’t open your doors yet, stay with me, OK?
Security guard: Alright.. Oh my goodness, he’s not brathing!
Agent: OK, don’t worry. The paramedics are about to arrive.
Security guard: Great, they just arrived.
Agent: Gnarly!!
Security guard: Thank you so much, they are helping him out.
Example of script
Customer: Hello.
Agent: Hello Sir, this is Joshua. How may I help you?.
Customer: Where’s Emmanuel?
Agent: Emmanuel’s off today, Sir. May I help you?
Customer: We bought a sofa bed there, and I found a big hole in the ma ress when it was
delivered.
Customer: We have been buying for the past 10 years from your store. I can’t believe you’d sell
something like that to a loyal customer.
Agent: We appreciate your loyalty towards our store. I’m terribly sorry for that. I can’t believe
our warehouse could ship a damaged piece of furniture.
Customer [raising his voice a bit]: Well they sure did! I just told you they did! Don’t you believe
me?
Agent: I’m sorry Sir. I didn’t mean that you weren’t telling the truth. I meant that I was
surprised that we did that. Do you have your sales receipt?
Customer: We’ve got to have a sofa by Monday. Our regional CEO will be visiting our office
next week and we have to replace the old one.
Agent: Yes, Sir. We’ll take care of it for you. I’m sure we can fix the problem.
Example of script
Agent: Good morning sir. I’m the sales manager. How may I help you?
Customer: Hello. I haven’t received my package yet. It’s almost been a week and I’ve already
paid for it.
Agent: I’m really sorry about that, sir. But, first, may I have your name please?
Customer: This is Emmanuel Quesada. I need the package by today. The package is a gift to my
Mother-in-law and it’s her birthday today.
Agent: We are sorry for the delay and we’ll try to take care of the issue. What was the date of the
order?
Customer: I don’t think that would help. You just take my order number and deliver my product
by noon.
Agent: Mr. Quesada, if you tell me the date you placed the order, I’ll check whether it has been
sent or not. I’m here to help you.
Customer: Oh, all right. The date of the order was November 11, 2017.
Agent: Okay. I’ve checked it. Your order has already been dispatched and it’s scheduled to be
delivered today.
Customer: I hope so. I’m tired of calling you guys again and again.
Agent: I’m sorry for your trouble.
Example of script
Customer: Hello, can I speak to the customer support department?
Agent: Yes, this is customer support. How can I help you?
Customer: I got the portable audio player I ordered from you, but it’s not working.
Agent: Oh? I am sorry to hear that. Can you tell me your order number?
Customer: Hold on… I have it right here. Yes, it’s 4949.
Agent: Okay. The product you have is the portable media player. Can you tell me what’s the
problem?
Customer: Well, I connected it to the TV, but it’s not turning on.
Agent: How did you connect it to the TV?
Customer: I used the USB port.
Agent: Well, the USB is for PC connections only on this model. You can’t connect to the TV with
it.
Customer: What? What do I do then? How can I use it if I can’t connect it to the TV? This is
crazy!
Agent: Please, don’t worry Sir. You can connect it to the TV using an HDMI cable.
Customer: An HDMI cable? Oh… But there was no HDMI cable in the box.
Agent: Yes, it’s not included. You’ll have to get one.
Customer: Why haven’t you guys included the HDMI cable? Where do you expect me to get one
right now?
Agent: I am sorry Sir, but this device has 4 different kind of ports in it. We didn’t include any
cables for any of those so that we could offer you the best price on the device instead of
charging you for stuff you won’t need.
Customer: Okay… But it’s hell lot of trouble going downtown to get a silly HDMI cable.
Agent: If you want, you can order one from us. We’ll ship it within 24 hours.
Customer: Nah, I don’t need it from you guys. Thanks anyway.
Agent: Sorry to hear that sir. I will discuss your feedback with my seniors.
Customer: Yeah yeah… Alright. Bye now.
Agent: Have a nice day, Sir.
Phrases
I understand. I apoligize. It is totally unacceptable.
I understand your frustration about the Widget.
I understand your concerns, is there anything I can do?
Madam, please may I take a minute just to explain it to you..
I would like to apologize for the inconvenience, and as we appreciate your custom, I would like
to offer you a 10% coupon for your next purchase with us.
I’m sorry if I have offended you sir/madam, I am just trying to help.
Sir, I think it would help the situation if I were to transfer to a supervisor who could help you
out more.
Emmanuel, I am sorry for the inconvenience we have caused you.Tell me how I can regain your
goodwill.
Thank you for bringing this to our a ention.We appreciate customers who let us know when
things aren’t right.
Thank you so much for your feedback.We appreciate you giving us an opportunity to correct the
problem and to meet your expectations.
We see this differently, and I am going to have to put more thought into the perspective you
have shared with me. It’s helpful for me to understand how you see things. In the meantime,
here is what I can do to solve the immediate problem.
Let me do some investigating on my end and call you back. I’ll call you no later than tomorrow
afternoon with a response.
Mr. Warren, we want to get to the bo om of this just as much as you do.
I’m so sorry that you feel this way, Mrs Quesada…
As a solution, may I suggest that…?
What I’ll do right now is…
We really do appreciate this feedback, Mrs Quesada…
May I arrange for an update call, at a time most convenient for you?
Thank you so much for le ing us know about this, Sir/Madam…
I’m so sorry to hear about this, Mrs Quesada…
I completely understand how you feel, Sir/Madam…
Thank you so much for your patience/understanding, Mrs Quesada…
I will action this for you right away…
I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of
language you are using right now…
I’m going to do my very best to help you, Mrs Quesada…
You seem very upset, Mrs Quesada. Would you prefer to continue this conversation through
email or post?
I’m sorry you’re so upset, Sir/Madam. Would you like for us to call you back when you feel a
li le calmer?
I apologise, Mrs Quesada, but if you continue to use this language, I will be forced to end this
call.
I do understand the inconvenience you’ve faced, Sir/Madam…
Let me see how I can fix this, Mrs Quesada…
I recommend that you (insert action here)
, Sir/Madam, so that I can take further action without delay.
I am more than happy to help you, Mrs Quesada…
For the quickest resolution, I would request you to…
I want to make sure this gets fixed for you, and I’m going to put you in
touch with the right person to help you.
We will stick with this issue until we resolve it, and my partner Sally is
going to take over from here.
If it will help you get something you like, I can give you a 20% discount.
Given what you want, let’s look at some options.
I’m trying to help you, but it’s very difficult when you keep shouting at me. I would like it if we
could keep this conversation in a calm manner. Is that OK with you?
I am talking to you very calmly, I would appreciate it if you could do the same”
“I understand why you are frustrated, but shouting won’t fix the problem.”
“I’m sorry, but I need you to stop yelling. I really want to help you but it is difficult to find a
solution when you’re using that tone with me.”
I will have to ask you to lower your voice or call back in ten minutes when you have calmed
down. I want to help you but I don’t want to be shouted at. I can’t help you if you shout.
Sir, my job is to help you. So, you can just talk to me, that’s what I’m here for.
“Well, I’m here to help you, so if you let me, I can do that.”
“I’m sorry you feel you have to talk to someone else, but my job is to help you fix this problem.
So that’s what I am going to do if you just let me.
I can’t put you through to my supervisor as I am here to help you. I know how to fix this
problem.
One more thing before we end our conversation…
Great. So, I will send you an email when the problem has been fixed.
Well, I don’t want to take up anymore of your time…
So, everything will be sorted out, and I will get back to you when…
“I understand you are frustrated about this and I’m sorry. However, we can’ take responsibility
for that.”
“I’m sorry but that is not a part of our policy.
“I’m so sorry to sound a bit blunt here, but the refund policies are clearly wri en in the le er. I
can explain the policies to you if you need me to.”
As I said before, I can’t give you a refund, but what I can do is…
I’m trying to help you, but if you continue to yell and swear, I am going to ask that you call back
another time. It’s up to you…which would you prefer?
I’m sorry. It isn’t possible to help while listening to that language. If it stops, I can help.
If a few minutes helps you calm down before we continue, that would be fine. You can certainly
call me back.
I want to help you, yet the language is ge ing in the way. (Recommended)
I’m sorry you feel you need to speak with someone else, but that’s the reason I’m here. I have
been given full authority to help resolve your concerns. May I have the opportunity to resolve
this first?
Please give me an opportunity to try and resolve this for you. That’s why I’m here.
It is our company policy that we cannot pay a claim that involves consumer error. We have a
responsibility to the company to uphold the integrity of our products. When a product performs
as expected and has no deficiencies, we cannot take responsibility and accordingly can offer no
financial assistance.
Although you might not agree with my decision, I’d like to explain it so you can at least
understand.
We appreciate hearing about your experience, but we cannot compensate you in this ma er
because you failed to follow instructions/did not read instructions/misused the product.
Customer: “I’m on holiday right now and I lost my credit card here in Mexico. I want to know if
there’s been illegal transactions. What should I do?”
Agent: “Your best option right now is to check your account online. I can also read verify right
now your account activity. Do wait for our replacement. I can send it to you within the next
twenty four hours. May I know your exact address?”
Customer:”This is unbelievable! How could you do this to me?! Why did you charge me things
on my credit card that I did not order?! Are you nuts?! I’m going to sue you and your mother!!!”
Agent: “Right now Mr. Customer, the best I can do is verify what happened to your account. Let
me check the records quickly. Let’s get to the bo om of this. After that I can advise you your
options.”
Customer:”Why are you asking me all these stupid questions to verify my account? It’s me
calling! Can you just give me what I want?!”
Agent:”I understand this is taking some time Mr. Customer. I’m just doing my job here.”
Customer:”Ok ask me your questions just hurry up.”
Customer:”Can you check my account how much balance it has left? And also if you could have
my statement mailed to my office address instead of my home.”
Agent: “Right awaym’am.”
Customer: “Something’s wrong with my account. Can’t you just give me my password I forgot
it. Know what, give me your supervisor.”
Agent: “I’m afraid I can’t give you your password you have to reset it yourself Mr. Customer.
My supervisor would tell you the same thing. Ma er of fact, you can call again and talk to
another person you’d get the same answer. I just want to save you time here Mr. Customer.”
Customer:”I’m going crazy with this PC that you sent me! I can’t do anything on it yet I’ve
installed all the software correctly. It may already have a virus I don’t know?!”
Agent: “I understand you have several concerns Mr. Johnson. Right now, let’s take care of your
#1 concern which is the low memory on your PC which is causing the slow processing. Let’s GO
AHEAD and take care of that FOR YOU.”
Customer: “I understand. Thanks for taking the time to explain the features and benefits of your
software.”
Agent: “With that in mind / Having said that / Having just explained to you the benefits…Let’s
go ahead and process the order for your software so that we can install it to your desktop within
the next few minutes.”
Call Center Terms

ACD – Automatic Call Distributor. A phone system that performs four basic functions:
answers incoming calls, gets information and instructions from database, determines the best
way to handle the call, and sends the call to the proper agent, as soon as one is available.
They often have limited capabilities to route calls to agents beyond traditional queue-based
routing functionality.
Active X controls – The interactive objects in a web page that provide interactive and user-
controllable functions.
Agent – Person who answers calls in a call center. Also called Customer Service
Representative (CSR)
Agent reports – Allows agents to view team statistics as well as their own call log.
ANI – Automatic Number Identification. A series of numbers associated with a call. These
numbers identify the phone number of the caller. Sometimes referred to as a CallerID.
Analog – An analog signal, such as voice or music, that varies in a continuous manner. An
analog signal may be contrasted with a digital signal, which represents only discrete states.
API – Application Programming Interface. A set of routines, protocols, and tools for using
software applications.
Application – The automated transaction (interactions)
among the caller, the voice response system, and any databases or host computers required
for your business.
ASR – Automatic Speech Recognition. See Natural Language Speech Recognition.

Auto Dialer – An auto dialer is an outbound call center solution that automatically dials
customer telephone numbers and can deliver important information through an automated
message, or can connect a customer to a live agent once the call has been answered.
Automatic callback – A computer telephony calling feature that permits a customer—when
encountering a busy condition or other condition where an agent is unavailable—to instruct
the system to return their call when an agent becomes available.
Average handling time (AHT)
– The amount of time an agent is occupied on an incoming call.
Back office optimization – Back-office optimization is the process of streamlining and

automating workforce tasks that occur in a contact center, and aligning back office functions
with front office workflows in order to improve customer experience (CX)
across the customer lifecycle.
Barge-in – A capability provided by Natural Language Speech Recognition that allows callers
to speak or enter their responses during the prompt and have those responses recognized.
See also echo cancellation.
Blended agent – An employee in the role of contact center agent who divides their time and
a ention between multiple communication channels (voice, email, SMS, etc.)
to service customer needs.
Business optimization – A systematic process of improving performance by managing and

optimizing key areas of an organization that impact prospects, processes, people, and profits.
Business to business (B2B)
– B2B describes commerce transactions between businesses.
Business to consumer (B2C)
– B2C describes commerce transactions between businesses and consumers.
Byte – A unit of storage in the computer. On most systems, a byte is 8 bits (binary digits)
, which is the equivalent of one character of text.
Call center – A physical location where a high volume of customer and other telephone calls
are handled by an organization, usually with some amount of computer automation. Call
centers typically provide voice only inbound, outbound and limited self-service customer
interactions. See also: Contact Center.
Call Center CRM – Call Center Customer Relationship Management (CRM)
is a call center technology solution that provides employees with access to account
information and history in an effort to provide a real-time, personalized customer experience
across all channels including voice, web and social.
Call center management – The way in which organizations manage the daily operations of
the call center, including forecasting, scheduling, employee training, reporting, and all
customer interactions. Call center management can be modernized through use of workforce
optimization solutions.
Call center workforce optimization – A customer experience strategy that modernizes call
center technologies and platforms, through the use of digital channels, in order to improve
customer satisfaction.
Call center workforce planning – Call center workforce planning addresses all elements of
the call center including team scheduling, training and forecasting.
Call time – A metric used in contact centers to measure the average time an agent is assisting
a customer.
Call distribution – The call volume distributed over the hours of the day.
Call volume – The number of contacts or transactions per second.
Caller – The party who calls for a service, gets connected to the system, and interacts with it.
CCaaS (contact center as a service)
– A comprehensive contact center solution offered on a subscription basis and made available
from the cloud.
Central office – A location in which large telecommunication devices such as telephone

switches and network access facilities are maintained. These locations follow strict
installation and operation requirements.
Channels – The different communication mechanisms used by a customer to initiate contact
with a company or vice versa. These include voice, email, chat, sms, video, web forms, fax
and WebRTC.
Chat messages – Allows agents and supervisors to communicate during a contact. Reduces
hold times and increase first and final contact resolution.
Container user interface – Consolidates Telephony & Email contacts into one desktop
interface for easier management.
Cloud call center – A web-accessible platform for handling customer calls and interactions.
Call centers based in the cloud can be accessed from virtually anywhere, eliminating the
need for a physical infrastructure, which may reduce operational costs and increase
scalability to support evolving customer experience strategies.
Cloud contact center – A central point in an enterprise, hosted on an Internet server, from
which all inbound and outbound customer communications are handled. Cloud contact
centers make interactions through voice, email, social media and the web accessible from
virtually anywhere.
Contact center – A centralized place where messages in a variety of media are sent and
received. A contact center would typically be provided with special software that would
allow contact information to be routed to appropriate people, contacts to be tracked, and data
to be gathered. A contact center is considered to be an important element in multichannel
marketing. See also: Call Center.
Contact center agent – Front office employees that are customer-facing and typically the
primary point of human customer contact within an organization.
Contact Center CRM – Contact Center Customer Relationship Management (CRM)
is a contact center software solution that provides employees with access to account
information and history in an effort to provide a real-time, personalized customer experience
across all channels, including voice, web and social.
Contact center management – The way in which organizations manage the daily operations
of the contact center workforce, across multiple touchpoints and channels, in order to
accommodate omnichannel customer journeys.
Contact center workforce optimization – A customer experience strategy that integrates
contact center technologies and processes in order to deliver seamless omnichannel customer
journeys in a multi-channel workforce.
Contact center workforce planning – Contact center workforce planning is the process of
aligning the strategic and operational elements of a contact center workforce with
organizational objectives.
Conversant – An old Avaya Hardware Platform on which HTI built software applications for
IVR and NLSR.
Cross-selling – The practice of selling an additional product or service to an existing
customer.
CT connect – A computer telephony call control server software that connects a range of
telephone switches to a variety of data processing environments.
CTI – Computer Telephony Integration. Computer control and functionality applied to
telephony hardware.
CTI server – House the server software that monitors telephony events (ringing, busy etc.)
at the switch.
Customer engagement – The ongoing relationship a customer has with an organization based
on relevant, personalized experiences and the anticipation of the customer’s evolving needs.
Customer effort score (CES)
– A measurement focused on service interactions in contact center environments. It provides

a way to measure how customer centric channels and touchpoints are in their design and
management, and how they promote ease of use, simplicity and effortless interaction.
Customer experience (CX)
– CX is made of individual customer touchpoints. The sum of all experiences a customer has
with a company over the lifecycle of their relationship is called a customer journey.
Customer experience management (CEM)
– A strategy that focuses on the operations and processes used to create a positive customer
experience with focus on your organization, product, service, or brand.
Customer experience platform – Contact center infrastructure, available from the cloud or
on-premises, that supports the design, orchestration, monitoring, and tuning of customer
journeys across voice and digital channels.
Customer journey – The customer journey consists of multiple touchpoints and key
interactions each customer or prospect has with a company—including messaging,
employees, processes, products or services. Single or multiple interactions can be considered
a customer journey and are part of a holistic customer experience lifecycle.
Customer Journey Management – Customer journey management is the practice of using
behavioral trends and technology to influence and optimize the customer experience (CX)
. Customer journey management aims to minimize the customer effort across all channels
and touchpoints, ensuring a seamless experience every time a customer interacts with your
company.
Customer Journey Optimization – Customer journey optimization is the process of

connecting and mapping customer interactions, across multiple touchpoints, in order to
direct or influence the end-to-end experience.
Customer satisfaction (CSAT or C-SAT)
– A measurement that determines how an organization meets the expectations of its

customers based on satisfaction. Customers are asked a question following a transaction
about their satisfaction with the company, which is then rated from one (very dissatisfied)
to five (very satisfied)
Customer service – Customer service is the assistance and service provided by an

organization to customers before, during, and after the purchase of products or services.
Customer relationship management (CRM)
– A strategy used to learn more about customers needs and behaviors in order to develop
stronger relationships with them. CRM helps businesses use technology and human
resources to gain insight into the behavior of customers and the value of those customers. If
implemented properly, CRM will provide be er customer service, make call centers more
efficient, cross sell products more effectively, help sales staff close deals faster, simplify
marketing and sales processes, discover new customers, and increase customer revenues.
Database – A structured set of files, records, or tables. Often abbreviated DB. A collection of
information organized in such a way that a computer program can quickly select desired
pieces of data. You can think of a database as an electronic filing system.
Decibel (dB)
– A unit to measure the intensity of a sound; a unit to measure the degree of loudness of a
sound.
Direct inward dialing (DID)
– Dialing within a company without going through an operator.
Directed dialog – The simplest type of speech automation that prompts callers for specific set
of answers.
DPR – Dial pulse recognition. A method of recognizing caller pulse inputs from a rotary
telephone.
Dialed number identification service (DNIS)
– A feature of 800 or 900 lines that identifies the phone number the caller dialed to reach the
a ached computer telephony system.
Dual tone multi frequency (DTMF)
– Touchtone dialing. In DTMF, pushing the bu on sends a combination of two tones’ one
high frequency, one low frequency.
Echo cancellation – The process of making the channel quiet enough so that the system can
hear and recognize Natural Language inputs during the prompt. See also barge-in.
Employee engagement – The extent to which employees are actively engaged in their work
and supporting their customers. It can be a key driver of motivation, retention, performance,
customer experience, and business success.
Enterprise data window – Brings additional data to the agent desktop such as call history by
ACD queue and data gathered through an IVR system.
Enterprise relationship management (ERM)
– Relates to solutions allowing an enterprise to share customer, product, competitor and

market information to accomplish goals of meeting long-term customer satisfaction and
increased revenues
First contact resolution (FCR)
– The ability to address the customer’s need the first time they call or connect with an agent,
thereby eliminating the need for the customer to follow up with a second interaction. Contact
center managers carefully monitor follow-up calls because follow-up calls create an overall
increased call volume which, in turn, requires more agents. In general, a contact center
manager will accept an increase in talk time, as long as the first call resolution rate increases
as well. Follow up calls can also be an indication of customer dissatisfaction. Also referred to
First Call Resolution.
Grammar – The inputs that a recognizer can match (identify)
from a caller.
GrXML – XML format of a syntax for representing grammars for use in speech recognition so
that developers can specify the words and pa erns of words to be listened for by a speech
recognizer, as defined by the W3C forum The other format defined by the W3C forum, for
representing these grammars is an Augmented BNF Form.
Graphical user interface (GUI)
– A program interface that takes advantage of the computer’s graphics capabilities to make
the program easier to use.
Genesys voice platform (GVP)
– see Voice Platform.
Hardware – The physical components of a computer system. The central processing unit,
disks, tape and diske e drives, and so on, are all hardware.
Hosted call center – A hosted call center is a customer experience solution where an
organization’s inbound, outbound, and voice-based self-service customer interactions are
handled. Customer interactions are hosted on a service provider’s back-office systems,
therefore offering lower cost of ownership.
Hosted contact center – A hosted contact center is a customer experience solution where an
organization’s central point of inbound and outbound communications are hosted on a
service provider’s back-office systems, therefore offering lower cost of ownership.
Hosted Dialer – A hosted dialer is a contact center cloud-based technology that enables cross-
channel contact strategies in order to maximize the time agents spend on the phone, while
accurately predicting agent availability, optimally pacing dialing, and filtering out
unproductive calls.
Integrated browser – Provides agents with easy access to frequently used sites on the internet
or company intranet. Administrator configures accessible URLs.
Interactions – the way in which customers engage with your organization after selecting the
communication channel of their choice. Interactions can be self-service orientated and can
include navigating an IVR, leaving a voicemail, or filling out a web form to send an email.
Interactions can also be human or agent oriented to include Chat sessions, talking to a live
representative, or face-to-face video calls. Each interaction point—whether human or self-
service—will have a different perceived value and unique organizational cost associated to it.
Integrated services digital network (ISDN)
– An international standard for sending voice, video, and data over digital telephone lines or
normal telephone wires.
Independent software vendor (ISV)
– A company that has an agreement with HTI to develop software to work with the system to
provide additional features required by customers.
Interactive voice response (IVR)
– A system that uses responses from a touch tone telephone to gather and store data. An IVR
is automated telephone information system that speaks to the caller with a combination of
fixed voice menus and data extracted from databases in real time. The caller responds by
pressing keys on the telephone keypad or speaking words or short phrases. This can also be
used for voice self-service which can used to escalate customers to human-assisted service. It
uses a human voice to read back. When set up with voice recognition software, data can be
gathered through voice instead of touch tone. See also VRU.
Journey-specific – The experience delivered—whether via self-service or human-assisted—

that matches the expectations of the customer and aligns with the different stages of the
customer experience lifecycle.
Key stroke macros – No coding required for defining agent workflows. Monitors your
keystrokes to define a workflow.
Lifetime customer value (LCV)
– The value of a customer over their lifetime as a customer of an organization or brand.
Line side E1 – A digital method of interfacing a system to a PBX or switch using E1-related
hardware and software.
Line side T1 – A digital method of interfacing a system to a PBX or switch using T1-related
hardware and software.
Listening post – Any point along a customer journey where the organization collects
customer or employee feedback.
Local area network (LAN)
– A data communications network in a limited geographical area. The LAN provides

communications between computers and peripherals.
Logs – A record of actions that have occurred.

Macro metric – The primary metric used to measure the health of your customer
relationships. E.g. Net Promoter Score®
Marquee messages – Allows supervisors to instantly broadcast messages to all agents or
groups of agents.
Megabyte – A unit of memory equal to 1,048,576 bytes (1024 x 1024)
. It is often rounded to one million.
Menu – Options presented to a user on a computer screen or with voice prompts.

Mobile Voice – Mobile voice is the emerging technology that combines recent advances in
mobile and voice recognition. The combination of the two technologies results in users being
able to talk to their mobile devices, be understood by the device, and accomplish tasks.
Moment of truth – The interactions between customer and company along the customer
journey and often situations where a customer can form or change an opinion about a
company, product, or service offering. Each and every time a customer makes contact with an
organization or its representatives can be a “moment of truth”.
Multichannel cloud call center – A multi-channel cloud call center is a customer experience
platform that integrates multiple touchpoints—including voice, text, social media and the
web—making customer interactions accessible via an Internet server. A multi-channel cloud
call center can be accessed from virtually anywhere, eliminating the need for a physical
infrastructure and reducing incremental costs to expanding call center capabilities.
Multichannel cloud contact center – A multi-channel cloud contact center is a customer
experience (CX)
solution that integrates multiple touchpoints – including voice, text, social media and the
web – making them accessible via an Internet server. A multi-channel cloud contact center
can be accessed from virtually anywhere, eliminating the need for increased physical
infrastructure while meeting the evolving demands of today’s customer communication
preferences.
Natural language speech recognition (NLSR)
– An advanced type of speech recognition. NLSR can recognize particular words and phrases,
but it can also interpret and assign meaning to those words and phrases. NLSR can also
recognize natural numbers and currency amounts. Because of the greater vocabulary and
grammar requirements associated with NLSR, it works best with an external speech
recognition or “proxy” server.
Natural language understanding (NLU)
– The ability to understand complex expressions spoken in a more natural, free-style manner.
NPS (Net Promoter® Score)
– Both a loyalty metric and a discipline for using customer feedback to fuel profitable growth
in your business. Net Promoter Score (NPS)
is a macro metric based on the single question and has been adopted by leading companies
worldwide as the standard for measuring and improving customer loyalty.
Nuance voice platform (NVP)
– See Voice Platform.
Omnichannel cloud call center – An omnichannel cloud call center is a multi-channel contact
center that delivers seamless customer experiences across all touchpoints leveraging modern
cloud based infrastructure and services. In a cloud-based contact center, the company does
not actually own, host or operate any equipment that the call center runs on; rather a third
party service provider hosts the call center infrastructure in their own data center and the
company will pay a monthly or annual service fee for hosting the infrastructure.
Omnichannel contact center – A multichannel contact center that combines orchestrated
routing and end-to-end journey management to maximize the customer experience and
business outcomes.
Omnichannel customer experience – An omnichannel customer experience is made up of
individual customer touchpoints, over a variety of channels that seamlessly connect,
allowing customers to pick up where they left off on one channel and continue the
experience on another.
Omnichannel customer journey – An omnichannel customer journey consists of key
interactions over multiple touchpoints between customer or prospect and a company during
the point of sale and throughout the customer lifecycle
Omnichannel customer service – Omnichannel customer service consists of numerous
interactions across multiple touchpoints between a customer, or prospective customer, and
product or service provider during the time of sale, and throughout the customer lifecycle.
Outbound IVR – An Outbound IVR is a contact center solution used to proactively distribute
communications to customers. This technology allows an organization to automatically
engage customers through multiple channels such as automated voice calls, SMS messages,
email or social media posts using personalized notifications.
Phoneme – A single basic sound of a particular spoken language. For example, the English
language contains 40 phonemes that represent all basic sounds used with the language. The
English word one can be represented with three phonemes, w – uh – n. Phonemes vary
between languages because of gu ural and nasal inflections and syllable constructs.
Phrase – A set of one or more words used within an application. Examples include “Thank
you for calling XZY Business,” “One,” and “At the tone, press 1”.
Port – A connection or link between two devices that allows information to travel to a desired
location.
Private branch exchange (PBX)
– A private switching system, either manual or automatic, usually located on the customer’s
premises.
Predictive dialing – A method of making many outbound calls without people, and then
passing answered calls to people as the calls are answered. A computer makes the dialing
decisions based on certain algorithms.
Processor – In system documentation, the computer on which the system software runs. In
general, the part of the computer system that processes the data. Also known as the central
processing unit.
Prompt – A message played to a caller that gives the caller a choice of selections in a menu
and asks for a response.
Proxy server – A server external to the system used in a client/server configuration to perform
processor-intensive functions, such as Natural Language Speech Recognition or text-to-
speech.
PSTN – Public Switched Telephone Network. The public telephone network to which
telephones, ACDs, and PBXs are connected.
Queue – A type of directory number created to hold calls or messages that are waiting to be
picked up.
Recognizer – The part of the system that compares caller input to a grammar to correctly
match (identify)
the caller input.
Reports agent – Allows agents to view team statistics as well as their own call log.
ROI – Return on investment.
SaaS (software as a service)
– A licensing and delivery model in which software is licensed on a subscription basis and
made available over the Internet.
Supervisor – Skill Statistics, Agent Statistics, ACD States

Screen pop – A method of delivering a screen of information to a telephone operator at the
same time a telephone call is delivered. This is accomplished by a complex chain of tasks that
include identifying the calling party number, using that information to access a local or
remote ORACLE database, and pulling a form full of information from the database using an
ORACLE database utility package.
Small computer system interface (SCSI)
– A disk drive control technology in which a single SCSI adapter circuit card plugged into a
PC slot is capable of controlling as many as seven different hard disks, optical disks, tape
drives, and so on.
Server – A provider of resources.

SMB – Small-to-medium business.
SME – Small-to-medium enterprise.
SNMP – Simple network management protocol.
Softphone controls – Allows agents to control calls from the PC. Saves time for agents
simultaneously working with the phone and other desktop applications.
Speech energy – The amount of energy in an audio signal. Literally translated, it is the output
level of the sound in every phonetic u erance.
Structured query language (SQL)
– A standard data programming language used with data storage and data query
applications.
Switch – A software and hardware device that controls and directs voice and data traffic. A
customer-based switch is known as a private branch exchange.
System administrator – The person assigned the responsibility of monitoring all system
software processing, performing daily system operations and preventive maintenance, and
troubleshooting errors as required.
Talk time – The average time an agent spends on each call, a common call center performance
metric. In general, fast talk time averages are desirable. However, fast talk time averages
accompanied by poor first call resolution rates are a sign that customer calls are not being
answered satisfactorily.
Task bu ons – Pre-defined task bu ons allow agents to launch a 3rd party application,
update CRM data, initiate automated after call tasks such as sending an email, or initiating
other Windows based tools.
T1 – A digital transmission link with a capacity of 1.544 Mbps.
TCP/IP – transmission control protocol/internet protocol.

Telephone network connection – The point at which a telephone network connection
terminates on a system. Supported telephone connections are T1 and E1.
Touchpoint – Each impression a customer has of an organization (be it advertising, product,
email, etc.)
can be called a touchpoint. These touchpoints can spurn an interaction with the organization,
which in turn creates a customer experience.
TTS – Text-to-Speech – An optional feature that allows an application to play speech directly
from ASCII text by converting that text to synthesized speech.
Trunk – A physical link (wire, optical line, and so forth)
between telephone exchanges.
Upsell – An increase in the planned or stated purchase of a customer.

U erance – A single spoken unit that may consist of a word, phrase, sentence, or multiple
sentences.
Virtual Agent – A virtual agent is a contact center capability that uses a virtual character,
created through computer generation, animation, and artificial intelligence, as a customer
service agent via chat bot functionality. A virtual agent may also refer to a contact center or
call center customer service agent that works from a remote location outside of an
organization’s physical building.
Virtual call center (VCC)
– A solution that supports contact center agents who are dispersed geographically instead
working from a single physical location to provide customer service interactions.
Virtual contact center (VCC)
– A virtual contact center (VCC)
is a solution that supports contact center agents in various geographical locations instead of a
single physical location.
Voice response unit (VRU)
– A software system that uses responses from a touch tone telephone to gather and store data.
It uses a human voice to read back. It is sometimes referred to as the Interactive Voice
Response.
Vocabulary – A collection of words that the system is able to recognize using Natural
Language Speech Recognition.
Voice authentication – A biometric used to verify who the speaker says he or she claims to
be.
Voice of customer (VOC)
– A measurement used to describe the in-depth process of capturing a customer’s

expectations, preferences and aversions. Specifically, the Voice of the Customer is a market
research technique that produces a detailed set of customer wants and needs, organized into
a hierarchical structure, and then prioritized in terms of relative importance and satisfaction
with current alternatives.
VOIC – Voice of internal customer.

Voice platform – Platforms are the foundation on which voice applications are developed
and deployed. They execute the commands and logic specified by the voice application,
provide the speech processing capabilities (e.g., speech recognition, text-to-speech, voice
authentication)
, enable application creation, interface to back-end systems (e.g., databases, CRM

applications, legacy systems)
and call center infrastructure (i.e., computer telephony integration)
and provide system management and administration capabilities.
Voice print – A set of features extracted from a sample of a person’s voice that are stored in a
speaker authentication system.
VOIP – Voice over Internet Protocol. A protocol enabling the transmission of voice in digital
packets instead of traditional PSTN.
Voice user interface (VUI)
– How a person interacts with a speech application.
VXML – Voice XML (extensible markup language)
– VXML is similar to HTML in that it enables users to interact with the Internet through
voice-recognition technology. It relies on a voice browser and/or the telephone to access
information. VXML handles input and output audio dialog, dialog sequencing, error
handling and client-side scripting.
World Wide Web Consortium (W3C)
– An international consortium of companies involved with the Internet and the Web. The
organization’s purpose is to develop open standards so that the Web evolves in a single
direction rather than being splintered among competing factions.Workflow – The automation
of procedures by imposing a set of sequential rules on the procedure.
Workflow Management – Workflow management is the administration of a sequence of tasks

and processes throughout an organization’s workforce.
Workforce Management – Workforce management is the process of strategically optimizing
the productivity of employees, ensuring that all resources are in the right places at the right
times. A workforce management strategy typically includes scheduling, forecasting, skills
management and employee empowerment. Complexity increases with the need to ensure
that customer service supports omnichannel customer engagement.
Workforce optimization (WFO)
– Workforce optimization is a strategy used to integrate siloed technologies and automate

processes in order to reduce operational costs and to be er manage employee performance,
resulting in greater efficiency and higher customer satisfaction.
Workload management – Workload management is the process of strategically distributing

work throughout the workforce in order to maximize employee or application skill and
performance.
Workforce planning – A systematic, ongoing process of effective planning, forecasting, and
scheduling to provide more efficient distribution of interactions and work across channels.

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5/3/2021 Call center vocabulary – Hipronary School

Call center tips

This question demonstrates

This phrase allows you to continue

The reason for my call is this. We just came up with a new

This eliminates a potentially

This statement opens up a

This establishes a timeline, le ing

Once you have go en permission to continue, you now

Advanced verbs to use

If a computer crashes or you crash

Agent: Command Center, what’s your Emergency?

I understand. I apoligize. It is totally unacceptable.

I understand your frustration about the Widget.

I understand your concerns, is there anything I can do?

Madam, please may I take a minute just to explain it to you..

I’m sorry if I have oﬀended you sir/madam, I am just trying to help.

I’m so sorry that you feel this way, Mrs Quesada…

As a solution, may I suggest that…?

What I’ll do right now is…

We really do appreciate this feedback, Mrs Quesada…

Thank you so much for le ing us know about this, Sir/Madam…

I’m so sorry to hear about this, Mrs Quesada…

I completely understand how you feel, Sir/Madam…

Thank you so much for your patience/understanding, Mrs Quesada…

I will action this for you right away…

I’m going to do my very best to help you, Mrs Quesada…

I do understand the inconvenience you’ve faced, Sir/Madam…

Let me see how I can ﬁx this, Mrs Quesada…

I recommend that you (insert action here)

, Sir/Madam, so that I can take further action without delay.

I am more than happy to help you, Mrs Quesada…

For the quickest resolution, I would request you to…

touch with the right person to help you.

going to take over from here.

Given what you want, let’s look at some options.

One more thing before we end our conversation…

Well, I don’t want to take up anymore of your time…

“I’m sorry but that is not a part of our policy.

Customer:”Ok ask me your questions just hurry up.”

Agent: “Right awaym’am.”

Call Center Terms

ASR – Automatic Speech Recognition. See Natural Language Speech Recognition.

– The amount of time an agent is occupied on an incoming call.

Back oﬃce optimization – Back-oﬃce optimization is the process of streamlining and

across the customer lifecycle.

to service customer needs.

Business optimization – A systematic process of improving performance by managing and

Business to business (B2B)

– B2B describes commerce transactions between businesses.

Business to consumer (B2C)

– B2C describes commerce transactions between businesses and consumers.

, which is the equivalent of one character of text.

Central oﬃce – A location in which large telecommunication devices such as telephone

Customer eﬀort score (CES)

– A measurement focused on service interactions in contact center environments. It provides

Customer experience (CX)

Customer experience management (CEM)

Customer Journey Optimization – Customer journey optimization is the process of

– A measurement that determines how an organization meets the expectations of its

to ﬁve (very satisﬁed)

Customer service – Customer service is the assistance and service provided by an

Customer relationship management (CRM)