Key Terms used in the Customer Service Industry

NPS- Net Promoter Score, or NPS, is a customer satisfaction benchmark used to evaluate the chances of customers recommending the brand to their contacts. It ranges from -100 to 100, which measures both negative and positive reviews.

TPH-TPH or Transactions Per Hour refers to a metric that analyzes an individual or team’s transaction on a per hour basis. This is a very important performance measure.

CSAT- CSAT, otherwise known as Customer Satisfaction, is a score to measure the level of satisfaction of a customer when it comes to transactions or interactions with the brand.

AHT – AHT or Average Handle Time is a metric that is used to calculate the total average duration of a single interaction between a customer and an associate. This helps in assessing the efficiency of the associate and the organization as a whole.

BPO/BPM –Business Processing Outsourcers or commonly termed BPO, are organizations that provide business process operations to various clients. In this digital age, they are now known as BPM or Business Process Management companies. BPM services include payroll, human resources (HR), accounting, and customer/call center relations.

IVR- IVR, or Interactive Voice Response, is an automated telephony system, which is used to gather information about the nature of the call and direct the call to the appropriate departments.

FCR- FCR or First-Call Resolution is an important metric that is used to identify the ability of an associate to resolve customer queries or grievances in the initial call without any follow-ups or repeats.

EWT- EWT or Expected Wait Time is the approximate waiting time, which is informed to a customer before they are connected to an associate.

Wrap Time & ACW- Wrap Time or Wrap-up time is the amount of time taken by an associate in completing ACW or After Call Work, the documentation process for each interaction, once the interaction has been concluded.

Skills-Based Routing- Skill-Based Routing or SBR is a tool used in an organization to effectively match and direct customer queries or grievances to the best-suited associates based on their skill sets.

Virtual Bots- Virtual Bots, commonly known as ChatBots or Voice Bots, use artificial intelligence and machine learning to provide answers to basic queries by customers via either a chat messenger or automated voice replies.

Canned Responses- Canned Responses are predetermined, scripted responses that allow associates to respond quickly and efficiently to a customer query or grievance.

Self-Service- Self-Service is a proactive support for customers who would want to find the solution to their problem by themselves rather than getting into an interaction with an associate.

CRM Platform- CRM or Customer Relationship Management is a tool employed by an organization to effectively capture and manage interactions for both current and prospective customers.

Assisted Service- Assisted Service provides various solutions to those customers who are not able to find a solution to their query on their own by initiating an interaction with a trained associate.

Customer Journey- Customer Journey, as the term suggests, is the complete journey and experience of a customer when interacting with a brand.

Digital Customer Experience- Digital Customer Experience is the digital interaction and the resulting impression of a customer when interacting with a brand.