Preparing for Customer Service Jobs in Contact Centers
Given the fast-paced and dynamic nature of work, it would help if you pay attention to honing certain capabilities to get off to a great start. Here’s a look at some qualities that can help you prepare for the customer service roles in contact centers.
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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.
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 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.
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.
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, 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 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 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.
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, 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 are predetermined, scripted responses that allow associates to respond quickly and efficiently to a customer query or grievance.
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 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 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, as the term suggests, is the complete journey and experience of a customer when interacting with a brand.
Tips for Transitioning to
a Global Company
The business world is full of opportunities. If you start your journey on the right note, it will help you transition and settle into life at HGS faster. Here are some tips to help you to embark on this exciting ride!
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Mary Swaroopa is a deputy manager with the organisational development (OD) team, based out of our Chennai office. She has been with HGS for the last four years. She shares her experience of growth here.
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Udaya Kumar Kannan is one of our recruiting managers at HGS India. He has a passion for combating employability challenges and creating employment opportunities for PwDs.
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