Call Center Glossary

Word Meaning Example

To discover why something does
Troubleshoot not work effectively and help to Service technicians will troubleshoot the equipment.
improve it.
Discovering why something does
not work effectively and making
Troubleshooting Let’s go through some troubleshooting steps.
suggestions about how to
improve it.
Sup call Requesting for a supervisor. I have a sup call.
Ghost call A lost call. It is a ghost call.
Aux Auxiliar. Go on an aux 7.
A set of connected things or
System issues devices that don’t operate There’s a system issue, so I need some minutes to check it.
together.
To establish a new way of
Set up I set up an appointment for today at 3:45.
working.
A day on which businesses, banks,
Business days The technician will arrive within 3 to 5 business days.
and stock exchanges are open.
A series of numbers used before
the main phone number when
Area code What’s the area code?
you phone someone outside your
own town or area.
IVR Interactive Voice Response. Do the process through IVR.
Abandoned call Not answered calls. You have an abandoned call.
Doing the process of requesting
Place an order Would you like to place an order?
an order.
 Call Center Glossary
To fasten, join, or connect
Attach Remember to attach the picture.
something.
FCR First Call Resolution. Great job with your FCR!
The group of people who work in
Workforce Jhon is from Workforce. Call him!
a company, industry, country, etc.
To make a payment effective
Backdated They got a pay rise in March that was backdated to January.
from an earlier time.
To make a payment effective I feel it would be wrong to postpone such a debate until some future
Future dated
after the time. date.
To give something you own as
part of your payment for
Trade in Smartphones trade-in programs are big business for wireless carries.
something you buy, especially a
new type of the same thing.
An amount of money you have or
Credits You don’t have enough credits for your trade in process.
you’re about to receive.
BAU Business as usual. The state of continuing in the usual way.
Invest $10 per month and your corporation can be reached via your
CBR Can be reached.
own phone and fax number including your Miami area code.
To calculate a cost, payment, or
price according to the amount of
Any proration of the tax is strictly a private matter between the
Proration something that has been used, in
seller and buyer.
relation to the fixed rate for a
larger total amount.
An amount of money paid for a
The activation fee is a one-time charge for activating a new line of
Fee particular piece of work or for a
service.
particular right or service.
A measurement of the amount of The greater the bandwidth, the more information that can transmit
Bandwidth
information that can be sent through a channel in each amount of time.
 Call Center Glossary
between computers, through a
phone line, etc.
A system that makes it possible
for many messages or large
amounts of information to be
Broadband It promises to be 100 times faster than today's standard broadband.
sent at the same time and very
quickly between computers or
other electronic devices.
A phone service that allows you
to have your phone calls sent Never activate call forwarding unless you need to do it for your own
Call Forwarding
automatically to another phone reasons and to a number you know.
number.
An amount of money that is
returned to you, especially by the
Rebate Customers are to benefit from a rebate on their electricity bills.
government, for example when
you have paid too much tax.
The on-demand economy works by taking a service, such as meal
At any time that someone wants
On demand delivery or taxis, and using technology to connect suppliers with
or needs something.
consumers.
The period of time between a
Billing cycle company sending one bill or When does each billing cycle end, and when is payment due?
invoice and sending the next.
Overset Adjust. I can overset your plan with some features.
Not done or happening when
Overdue Your promise to pay is overdue.
expected or when needed; late.
A list of things provided, or work
Invoice done together with their cost, for Invoices must be submitted by the 24th of every month.
payment at a later time.
 Call Center Glossary
The date by which something has If the fee is not paid within 45 days of the due date, a $35 late fee
Due date
to be done or paid. will be applied.
Payment A promise to pay that a customer To make this work, several business models and payment
arrangement makes. arrangements are being examined
VPH Value per hour. It’s necessary to review metrics so that you can check the VPH.
A company that provides mobile
phone services to people so they You can transfer your existing mobile phone number to a new
Carrier
can make calls, send messages, carrier.
etc.
AHT Average Handle Time. Get information first to reduce the AHT.
An official process to discover the
Inquiry To start the process, check you inquiry guide first.
facts about something
CX Customer Cx called for asking about her bill.