Home Call Center Terms to Know
For name middle agents the phrase “speak time” has another meaning, out of doors of their mobile smartphone plan. In a call center, talk time is the quantity of time the agent spends with a consumer at the telephone. It starts offevolved with the preliminary greeting and ends with the disconnect.
Many metrics are evolved to measure special elements of talk time, and agents are evaluated on those. However, it is also commonly used to decide an agent’s pay, both the bottom pay or the incentive bonus pay.
Call center pay structures vary--a few pay on an hourly foundation and a few pay on a in line with-minute and consistent with-name foundation. In the non-hourly pay structures, retailers are paid handiest for speak time, no longer for time waiting for calls.
In addition to sales commissions and bonuses, incentives, some other element to each hourly and consistent with-minute/in line with-name pay, can be based on numerous metrics that involved speak time. While the metrics below are often utilized by managers to measure the overall performance of an entire center or a collection, those may be applied to people as properly.
- Average communicate time - the average range of mins an agent is at the phone with every purchaser.
- Wrap time or after -name work (ACW) - the quantity of time it takes an agent to finish non-talk time responsibilities associated with a name Average take care of time (AHT) = the average of the quantity of mins all element of a smartphone name, which include ATT and ACW