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raveyard shift is work schedule from 10 pm until 6 am. [link widoczny dla zalogowanych]
* Night Diff (night differential) is normally a benefit payment per hour went in the cemetery shift.
* Queuing is when tel calls are waiting around to be answered. When an agent hangs up, dissimilar call also comes. this can be a usual cause for anxiety.
* TSR or tech support (tech support team representative) facilitates troubleshooting with tel, cable and internet products and services trying to resolve problems on the tel to discourage unwanted service calls.
* CSR (customer service representative) or “agent” interacts with customers to cater details responding to answers concerning the products and also to deal with and repair grumbles.
* High advantage (agents accessible) tin be a time where there's not so many calls coming in.
* Dress down or fortuitous daytime is an American affair custom which is adjusted by call hearts where employees enjoy a semi-reprieve from constrictions of a formal wear code.
* Floorwalkers, formally called floor support, are representatives that “walk the ground,” assisting other representatives in circumstance of questions, “sup calls” (callers that demand a supervisor) and overbreaks or long handle time.
* Stations are cubicles or microcomputer units namely the agents work on.
* Sup/TL for a supervisor or simply a crew lead [link widoczny dla zalogowanych], who looks later analytics and work, and characterize an instant better than deputies.
* Team is a element inside the Production Floor where agents interact to obtain team scores and operation metrics.
* Floor is the creation space (sea of cubicles) where call calls are obtained.
* ATT could be the mean conversation time, otherwise shrieked Average Talk Time.
* AHT may be the mean dealing time [link widoczny dla zalogowanych], otherwise constantly called Average Handling Time.
* Service Level is the ratio of calls answered among a resolved time time.
* CPH/IPH is the number of calls/inquiries per hour an agent handles.
* ACW/NR namely the amount of period spent without talking to an individual asks without talking apt a buyer.
* FCR could be the proportion of calls which can be entirely care for the customer’s problem (when the customer does not call back almost the same problem for a characteristic time, it can be regarded a nice resolution or FCR