The backbone of any successful business lies in its ability to provide exceptional customer service. In a world where customer experience is paramount, understanding the key terms used in the customer service industry becomes crucial. Whether you're a seasoned professional or just commencing your career in customer service, this guide on “what are the different terms for customer service?” aims to demystify the jargon and equip you with the knowledge needed to navigate this dynamic field.
•Net Promoter Score (NPS)
Starting our journey into the realm of customer service, let's first delve into the Net Promoter Score (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.
This metric gauges the likelihood of customers recommending a company's products or services to others. It's a powerful indicator of customer satisfaction and loyalty, offering valuable insights into the overall health of the customer relationship.
Transactions Per Hour
One of the keys to excellent customer service, 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.
Customer Satisfaction (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. This customer service key point is often measured through surveys or feedback forms and serves as a valuable tool for businesses to identify areas for improvement.
Average Handle Time
In the fast-paced world of customer service, efficiency is key. 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. Striking the right balance between speed and quality is essential to ensure a positive customer experience.
Business Processing Outsourcers (BPO)
Many businesses turn to Business Processing Outsourcers (BPOs) to handle their customer service needs. 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. They manage specific business processes, allowing companies to focus on their core competencies while ensuring efficient customer support.
Interactive Voice Response (IVR)
Ever called a customer service hotline and been greeted by a robotic voice prompting you to press various numbers? That's Interactive Voice Response (IVR) in action. 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.
First-Call Resolution
First-Call Resolution (FCR) is a crucial metric in customer service, representing the ability to resolve a customer's issue during their initial contact. Achieving a high FCR rate is a testament to the efficiency and effectiveness of a customer service team.
Expected Wait Time
Patience may be a virtue, but in customer service, managing expectations is equally important. EWT or Expected Wait Time is the approximate waiting time, which is informed to a customer before they are connected to an associate. This is one of the key features of customer service. Communicating the Expected Wait Time (EWT) to customers helps set realistic expectations, fostering a more positive customer experience.
Wrap Time & ACW
After resolving a customer query, there's still work to be done. Wrap Time, or After-Call Work (ACW), refers to the time a customer service representative spends completing tasks related to the call, such as documentation or updating customer records. Efficient management of wrap time is critical for maintaining overall productivity.
Skills-Based Routing
In the complex web of customer service, Skills-Based Routing plays a pivotal role. This system ensures that customer queries are directed to the most qualified representative based on their skills and expertise, enhancing the likelihood of a swift and satisfactory resolution.
Virtual Bots
The rise of technology has ushered in a new era of customer service. Virtual Bots, or chatbots, are automated programmes designed to simulate conversation with human users. These bots handle routine queries, freeing up human agents to focus on more complex issues.
Canned Responses
When time is of the essence, Canned Responses come to the rescue. These are pre-written responses to common customer queries, allowing customer service representatives to provide quick and consistent answers.
Self-Service
Empowering customers to find answers on their own is the essence of Self-Service. This can include comprehensive FAQs, tutorials, or online resources, reducing the dependency on human agents for routine inquiries.
CRM Platform
Customer Relationship Management (CRM) platforms are the command centers of customer service. These systems store customer information, interactions, and preferences, enabling businesses to provide personalized and efficient service.
Assisted Service
In the pursuit of exceptional customer service, Assisted Service combines the efficiency of technology with the human touch. This approach involves using tools and technologies to aid customer service representatives in delivering more effective and personalized support.
Customer Journey
Understanding the Customer Journey is paramount in delivering a seamless experience. This term refers to the entire lifecycle of a customer's interactions with a company, from initial awareness to post-purchase support.
Digital Customer Experience
With the increasing digitisation of customer interactions, Digital Customer Experience focuses on ensuring a positive encounter through online channels. This includes websites, mobile apps, and social media platforms.
Benchmarking
In the competitive landscape of customer service, Benchmarking plays a crucial role. This involves comparing the performance of your customer service metrics against industry standards or competitors, providing valuable insights for improvement.
Customer-Centric Approach
Putting the customer at the heart of business operations defines a Customer-Centric Approach. This philosophy ensures that every decision and action aligns with meeting customer needs and expectations.
Customer Feedback Loop
A vital component of continuous improvement is the Customer Feedback Loop. This involves collecting, analyzing, and acting upon customer feedback to refine products, services, and overall customer experience.
Self-Service Options
Allowing customers to take control of their experience is facilitated through Self-Service Options. This can include online portals, automated systems, or mobile apps that empower customers to find solutions independently.
Customer Service Channels
In the diverse landscape of customer service, understanding the various Customer Service Channels is essential. From phone and email to live chat and social media, each channel requires a unique approach to ensure effective communication.
Help Desk
A central hub for customer support, the Help Desk serves as the primary point of contact for issue resolution. Efficient management of the help desk ensures timely responses and resolutions.
Average Resolution Time
The duration it takes to resolve a customer query, known as Average Resolution Time, is a critical metric in evaluating the efficiency of customer service operations.
Conclusion
As individuals who directly engage with customers, you are the human face of your business. Navigating the dynamic landscape of the customer service industry requires familiarity with what are standard customer terms and the key skills for customer service.
As you embark on your journey in customer service, remember that each interaction contributes to the overall customer satisfaction, shaping the reputation of your business. The customer service industry is a dynamic and evolving landscape. Armed with the knowledge of what are key strengths for customer service, you're well-equipped to navigate its intricacies and deliver outstanding service. Keep the customer at the forefront, leverage technology judiciously, and continually seek ways to enhance the customer experience. After all, in the world of customer service, every interaction counts.
At HGS Philippines, we offer rewarding customer service jobs in the Philippines, providing an environment that focuses on key qualities and skills essential for success in the industry. Emphasizing a customer-centric approach, we prioritize effective communication, adaptability, and a keen understanding of customer needs as the core customer service key skills. Join HGS Philippines to kickstart your career, where we not only provide jobs but also nurture the customer service key qualities, crucial for thriving in the dynamic world of customer service.