I recently returned back to work from the Astute Solutions 2012 Customer Conference. After spending a few days with industry experts, I felt it was time to write the second installment of Contact Center Slang.
Here is a list of 10 Commonly Used CRM Slang Words – so you can decipher the code.
CRM - Customer Relationship Management
- This is the tool that your agents use to record all of the contact data.
- Note: With a powerful CRM, you can have multichannel contact types all stored together.
- Refers to the different channels your consumer affairs may deal with; voice, email, chat, letter mail, social media (Twitter, Facebook, Pinterest, blogs, etc.).
- It is important to know if your CRM allows you to be multichannel integrated, or if it simply handles multiple channels.
- Multichannel integrated means that the CRM tool provides data, analysis, and reporting that is integrated using best practices across all channels to optimize them. This reduces your AHT across all channels.
AHT - Average Handle Time
- This KPI drives the CSAT in the contact center, as it is related to how long the contact takes with the customer and the agent.
- It includes any hold time as well, not just when conversation is taking place.
- The total contact length is typically measure as AHT+ Wrap.
- Key Performance Indicators are the metrics set out to measure how effective your contact center is, such as CSAT, and can vary by channel. Join me next time when we dive into some of the KPI’s of Chat!
CSAT - Customer Satisfaction
- Customer Satisfaction is the measurement of whatever your exit survey for the channel asks.
- There are many different ways to measure this, but the important element is consistency over time to ensure upwards progress is being observed.
- This is the time the agent takes after the contact filling out the fields in the CRM. They can include notes, entering the Reason Code, or cleaning up the Verbatim. However on the workflow is optimized, many of these tasks can be integrated into the contact, thus limiting Wrap, and getting your agent back where you need them – taking contacts!
- We have all had this happen on a call, where the agent says “May I please put you on hold” what this means for your contact center and CRM, is that the agent is looking for information. To reduce hold time, which reduces AHT, and can increase CSAT an exercise of workflow optimization can be done.
- This operation is the process that the agent takes when they start the contact. Besides training, the workflow of the agent is one of the most critical aspects in affecting all KPI’s.
- Watch a couple of contacts, does the workflow help the agent, or does it get in their way?
- Note the length of Hold and Wrap times, as these can be key indicators that the workflow is in need of optimization. Money invested in your CRM technology to do this will pay back in less than a year, because of the cost of labor.
- Is the area where the agent extracts the “essence” of the contact.
- It can be in English or short hand, but essentially it provides the agent with information about the contact, without reading the notes section.
- Is the actionable outcome attached to the Verbatim.
- It is important for quality that appropriates Reason Codes are associated to the correct Verbatims and vice-versa.
After this second installment I know you are starting to feel like pro, but just wait until next time when we dive into the abbreviated world of chat!