Call Center Related Vocabulary
BPO: Business Process Outsourcing
Graveyard : work at night
Shift: the schedule you have from 5pm to 6 am
Position: the place where you sit.
Meal. Usually the time when you eat.
Break: the time you have to relax yourself.
Sup: short abbreviation for supervisor.
Lunch: your lunch
IVR: Interactive Voice Response
Queuing: Opposite of Avail. Your call center is receiving a lot of calls so you’ll get
another customer as soon as you finish working with another customer.
CMS : the person in charge of breaks , meals , bathroom times.
OVERTIME: work after your shift means more money.
VTO. You can go home earlier but you don’t get paid.
Day off : the days that you don’t work.
Team leader: also the supervisor-
Quality : the person that monitors you.
Coach: the person in charge of motivating you.
Auto-In/Automatic In: Calls are coming in automatically.
Floor: Just the work area. Usually used as “Production Floor.”
Account manager : the boss of supervisors.
IT : guys in charge of fixing any computer problem.
Conversion rate. Your percentage of sales.
Bonus: extra money or incentives for you to be better.
Client : the owners of the service you work for.
HR: human resources
EOP/English Only Policy: You’re only allowed to speak in English.
Badge: the thing you wear around your neck with your picture and ID
Log in/ log out : slave mode on and off.
Medical leave: she or he has incapacidad from ISSS.
CSAT: Customer satisfaction scores.
Metrics: the areas you are evaluated in.
AHT: average handle time … how long you take in your calls.
KPIS : KEY PERFORMANCE INDICATORS. Important parameters such as
CSAT, AHT , ETC.
AHT: Average Handling (Handle) Time.
CSAT: Customer Satisfaction
DSAT: Dissatisfaction
SBS: Side-By-Side Call Listening
SA: Schedule Adherence.
Written/Verbal: the amonestaciones they can give you for not
doing things right.
agent – agente
area code - código de área
a call – llamada
to call - llamar
caller - persona que llama
call center - centro de llamadas
central omce - oficina sede central
office - oficina
Database - base de datos
delay – retraso
dialer - sintonizador
IT Support- soporte técnico
help desk - mesa de ayuda
international - internacional
long-distance - larga distancia
off-peak - tarifa reducida
off-peak - menor volumen de llamadas
representative - representante
troubleshoot - localizar problemas and solve them
toll free – gratuito
toll free - sin cargos
touch tone phone - teléfono de tonos
customer - cliente
bad service - mal servicio
good service - buen servicio
complaint - queja
dissatisfied - descontento
defective - defectuoso
damaged - dañado
Upsell: This means you’re offering a product with a higher value to a customer who inquired
about a lower-tier product.
broken - roto
stained – manchado
expired – vencido
expired - terminado
warranty – garantia
delay – demora
Attrition: Ratio of agents quitting the job or are dismissed within a specific time period.
courteous – cortés
free of charge – gratuito
free of charge - sin costo
lost and found - objetos perdidos
cash - efectivo
credit card - tarjeta de crédito
personal check - cheque personal
to exchange – cambiar
to return - devolver
to fix – arreglar
to repair – reparar
to send - enviar
Cold Transfer Or Blind Transfer: Transferring the call without waiting for another
party to answer and explaining the situation.
Warm Transfer: Transferring the call to another agent who can help the customer
and waiting for that agent to answer, explaining the situation and confirming they
can help the customer, and introducing the customer before doing the transfer and
hanging up.
to claim - reclamar
license - licencia
maintenance - mantenimiento manual
operator manual - manual del operador
outbound - de salida
problem report - informe del problema
quality assurance - garantía de calidad
quality analyst - control de calidad
reliability – confiabilidad
review – revisión
NCNS: No Call No Show
satisfied – satisfecho
service level - nivel de servicio
standard – estándar
testing – prueba
usability – usabilidad
accident - accidente
best practice - mejores prácticas
call monitoring - supervisión de la llamada
call monitoring - control de llamadas
collection agency - agencia de colección
collection agency - agencia de cobros
collection agent - agente de colección
correction – corrección
corrective action - acción correctiva
dissatisfied – descontento
diversity training - entrenamiento de diversidad
documentation – documentación
escalated call - llamada extendida
functionality – funcionalidad
inbound – entrante
incentive - incentivo
Escalation: This means the situation requires a representative with more experience
De-Escalation: De-escalation is a skill that I have mastered early. And I rarely need a supervisor to
take my call.
