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Unformatted text preview: internal metric, which is simply the number
of calls placed in the queue divided by the total of all calls received by the center.
Percentage of Calls Transferred: An internal metric that is the percentage of total
calls transferred from the original agent to someone else.
Queue Time: This is the average wait time that a caller endures. This differs from
average speed of answer because this calculation includes only calls that actually had a
wait time. This metric is also known as average time of delay.
Rejection: The customer’s state of mind such that disengagement from the current
relationship has already been decided and has been or soon will be implemented.
Negative word of mouth is likely to occur.
Service level: This is a broad-based term that is used to measure productivity; however,
its use is not exclusive to the productivity of call handling. In contact centers it commonly
defines X amounts of output in Y amounts of time. For example 80 percent of calls
answered in 20 seconds.
Talk Time: This is the average amount of time an agent spends on performing follow-up
work after the agent has disconnected from the caller.
Total Annual Budget: The annual dollar amount allocated for all of the expenses
associated with the call center including (but not limited to): telecommunications
expense, salaries, incentives, equipment, and supplies.
Total Calls Offered: An internal metric for all calls presented to the center including
blocked, abandoned, and handled. This includes calls handled by technology.
Touch-point: Touch-point is a “buzzword” for customer access channels.
Up Sell: To sell a higher value product to an existing customer. For example, to lease a
more expensive copier to an existing customer. Also, see Cross Sell. © Copyright 2005 BenchmarkPortal, Inc. 202 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Glossary of Terms V
Value Creating Gap: This represents a performance gap where your call center is doing
better than your peer group.
Value Destroying Gap: This represents a performance gap where your call center is
doing worse than your peer group.
Voice Response Unit (VRU): See IVR.
Word of Mouth (WOM): What a customer hears about a product, service, company, etc.,
usually from friends or family. Also rumors from unspecified sources.
Wrap Up Time: See “after call work time.”
80% of Calls Handled in xx Seconds: This is the number of seconds in which 80% of
your calls are handled. Copyright © 203 2005 BenchmarkPortal, Inc. This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden....
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- Fall '08