Crossword Puzzle

4. Generally a percent of logged in time that a Brand Advocate spends in active contact handling (i.e., on incoming calls, in wrap up, on outbound calls).
7. How well Brand advocates comply with their assigned shift schedules. Usually expressed as a percentage of logged on time. The duration a Brand Advocate was logged into the phone.
8. The term used to cover loss of staff from a center usually described as an annualized percentage of total staff.
9. The elapsed time from when a Brand Advocate answers a call until the Brand Advocate disconnects.
11. The aggregate evaluation of the customer’s needs and expectations, which can be gauged through feedback from customers, customer service representatives or by listening to call recordings.
13. A unit of measurement for any given performance calculation. How performance in a contact center is measured. Some examples of this include average handle time and schedule adherence.
14. The paid time that staff is not available to take calls, expressed as a percentage. Factored into staffing requirements, shrinkage accounts for breaks, meetings, training, off-phone activities and paid leave, among other things, allowing sufficient staff to be scheduled to meet service goals.

1. The time in seconds a Brand Advocate puts a caller on hold.
2. The “waiting line” for delayed calls. A queue holds the call until a Brand Advocate is available.
3. The person who handles incoming or outgoing calls or other formats of interactions with customers. Also referred to as customer service representative (CSR), rep, consultant, operator, technician, account executive, team member, customer service professional.
4. Using resources in the most cost-effective manner. One of three levels of value in the call center, according to the International Customer Management Institute.
5. The capacity to understand or feel what another person is experiencing from within their frame of reference, i.e., the capacity to place oneself in another's position.
6. Speed of answer goals that are often expressed as the speed of answer to be attained or as some percentage of calls to be answered within some number of seconds (e.g., 80 percent of call answered within 30 seconds).
10. A form of additional compensation directly linked to an employee’s performance.
12. An employee or consultant with responsibility for reviewing processes and procedures of a company.