Call Center Terminologies
Call Center Terminologies
Agent Staff Time
Introduction
(Login Time Distribution)
Handling Time
(Talk Time + Hold Time + ACW Time)
Waiting Time
Not Ready
Time
Shift End
Shift Start
Calls Received On Queue
Entered Calls On Queue
Answered Calls Within
Threshold
Answered Calls After
Threshold
Abandoned Calls
Short Aband.
Aband After
Threshold
AHT
Volumes
Staffing
Service Level
Scheduling Process - 1
Main Factors Impacting Service Level
Scheduling Process - 2
Introduction
Forecast Process
Call Center Terminologies
Call Center Terminologies
Introduction
Formula
Definition
Service Level
A measurement expressing the percentage of transactions that are responded to
in a specified timeframe. For example, 80/30 for a call center means that 80% of
the offered calls to be answered within 30 seconds
Answered Calls Within Threshold
Entered Calls On Queue
Short Aband.
Call Center Terminologies
Introduction
Service Level
Formula
Definition
Accessibility
The Percentage of Answered Calls from the total received calls regardless the
wait time on Queue
Answered Calls Within Threshold
Answered Calls After
Threshold
Entered Calls On Queue
Call Center Terminologies
Handling Time
Introduction
(Talk Time + Hold Time + ACW Time)
Service Level
Formula
Notes
AHT
Definition
Accessibility
Average Handle Time (AHT) :The average amount of time a CSR spends
processing a transaction. This includes time spent communicating with end users,
putting end users on hold (Hold Time), and wrapping up the transaction after the
end user has ended his/her participation in the transaction.
Handling Time
(Talk Time + Hold Time + ACW Time)
Total Answered Calls
-We should take care that Total handling time divided by the answered calls not
the offered calls.
-Dividing any factor of the handling time over the handling time gives us this factor
% from the handling time (i.e. Hold Time / Handling Time = Hold %)
Call Center Terminologies
Introduction
Service Level
Formula
Utilization
Notes
AHT
Definition
COPC
Accessibility
An efficiency metric that represents the time CSRs are engaged in a customer
interaction or are waiting for an incoming customer interaction as a percent of the
time CSRs are paid (this excludes paid time off and any non-paid breaks).
Handling Time
(Talk Time + Hold Time + ACW Time)
Waiting Time
Total Login Time (Paid Hours)
Based on the above formula used by COPC , the agent considered as utilized as
long as agent time spent on Queue either handing customers or waiting for a call ,
any kind of Not Ready impact utilization negatively
Call Center Terminologies
Introduction
Service Level
Formula
Utilization
Notes
AHT
Definition
Etisalat
Accessibility
An efficiency metric that represents the time CSRs are engaged in a customer
interaction or doing any kind of tasks related to the business (i.e. Training
sessions , supporting other queue , attending Meeting or 1 to 1 sessions)
Handling Time
(Talk Time + Hold Time + ACW Time)
Job Related
Not Ready Time
Total Login Time (Paid Hours)
Based on the above formula used by Etisalat, the agent considered as utilized as
long as agent time spent on Queue or doing any job related tasks, which means
the factor impacting the utilization here is the waiting time on Queue or non
productive Not Ready
Call Center Terminologies
Introduction
Service Level
AHT
Utilization
Definition
COPC
Accessibility
An efficiency metric focusing on the time the agent spent on Queue excluding any
Not ready time
Notes
Formula
Occupancy
Handling Time
(Talk Time + Hold Time + ACW Time)
Handling Time
(Talk Time + Hold Time + ACW Time)
Waiting Time
-The Factor Impacting the occupancy here is the wait time , the higher the wait
time the lower the occupancy will be.
- There is a positive correlation between Occupancy & Utilization used by Etisalat
but there is a negative correlation with COPC formula.
Introduction
Service Level
Accessibility
Definition
Call Center Terminologies
Shrinkage (Lost Time) There are multiple definitions of shrinkage. The definition
COPC is:
the estimated amount of scheduled time that will not be realized because of
absenteeism, sick/late time, training, coaching, team meetings, etc. that are not
included in the work schedule.
Occupancy
Shrinkage
Total Lost Time for the Agent across the Year
Total Days the Agent should work During the Year
Excluding Days off
-This factor mainly used by Workforce & Budgeting Teams to consider this while
preparing Hiring plan to meet the targeted SL & the operation needs as well.
Notes
Utilization
Formula
AHT
- Lost Time = (Absent Days , Annual Days , Public Holidays , Training Days ,
Meeting & 1 to 1 Sessions)
- Total Working Days for the agent excluding Days of = (365 Days * 5/7) = 261
Day.
- There is no Target for shrinkage as it should be revisited periodically as it might
be changed from time to time.
Introduction
Service Level
Accessibility
Definition
Call Center Terminologies
This Factor calculated Monthly & YTD (Annualized Attrition) , and it includes the
number of voluntary & Involuntary staff separations , which includes Resignations
, Terminations & Transfers to another areas
AHT
Occupancy
Shrinkage
Monthly
Formula
Utilization
Annualized
Number of Staff Moved Out
During the Month
Total Number of agents
exiting the job
12
Opening Headcount
Avg. actual # of agents
during the period
Current Month
Number
Attrition
- Attrition Cost :
1- Training Cost
Notes
2- Cost of Losing SL during the hiring & Training Period
3- Cost of Hiring & Training.
4- Efficiency of new hires vs. experienced agents commonly referred
to as “learning curve” costs. Typically these costs include reduced production,
accuracy (fixing errors made by new staff), and the impact on End-user
satisfaction.
Call Center Terminologies
End User Accuracy : Inaccuracies that cause an entire transaction to be defective from the
Service Level
Accessibility
AHT
Definition
Introduction
end user’s point of view. These errors will have a direct impact on End User
Satisfaction/Dissatisfaction
Business Accuracy : Inaccuracies that cause an entire transaction to be defective from the
business point of view. These errors will have a direct impact on cost business .
Non Critical Accuracy : Inaccuracies that do not cause an entire transaction to be
deemed defective. Examples include errors in professionalism, soft skills, and some data input
errors.
Utilization
End User
Shrinkage
Attrition
Formula
Occupancy
QA Accuracy
1-
Total Number of
Errors
Total Number of
Monitored Calls
Target 98%
Business
1-
Total Number of
Errors
Total Number of
Monitored Calls
Target 95%
Non Critical
1-
Total Number of
Errors
Total Number of Monitored Calls
X
Number of Attributes in the QA Sheet
Target 95%
Notes
-Sample Size detected by the Quality Assurance team using Sample size calculator based on
the forecasted monthly volume.
- Confidence Interval :expressed as a +/- percentage. For example, the results of an end user
satisfaction survey may indicate the average score is 87% with a confidence interval of +/3%. This indicates the actual average satisfaction of the population is between 84% (87%3%) and 90% (87%+3%).
Call Center Terminologies
Introduction
Service Level
Accessibility
AHT
Definition
Staffing Forecast Accuracy : (e.g., actual vs. forecasted transaction volume for the
forecast developed to identify required staffing levels to recruit/hire and train staff) , Long Term
Forecast.
Scheduling Forecast Accuracy : (e.g., actual vs. forecasted transaction volume for
the forecast developed schedules for existing staff) , Short Term Forecast
Utilization
Forecast Accuracy
Shrinkage
Attrition
Formula
Occupancy
QA Accuracy
Actual Volume
1Forecasted Volume
+/- 10 %
Notes
Forecast
Accuracy
- Forecast Accuracy Calculated on different levels starting from the interval level up to the
Monthly Level
- Calculating the forecast Accuracy on the Interval level called Accuracy Per Interval (API)
Introduction
Service Level
Accessibility
Definition
Call Center Terminologies
A measure of the percentage of staff that are not present during their scheduled
shift
Utilization
Occupancy
Shrinkage
Formula
AHT
Total Unplanned Leave Time
Scheduled Time
QA Accuracy
Forecast
Accuracy
Absenteeism
Notes
Attrition
-Unplanned Leave Include : (Casual Leaves – Sick Leaves – Leave Early & any
kind of activities not considered in the published plan i.e., Unplanned Training)
- To report the absenteeism accurately we have to report it on Hours
Call Center Terminologies
Introduction
- Client : Hire CSPs to provide services to their end-user customers.
Service Level
Accessibility
AHT
Utilization
Occupancy
Shrinkage
Attrition
QA Accuracy
Forecast
Accuracy
Absenteeism
Other
Definitions
- CSPs : Provide services to end users on behalf of clients.
- End Users : Customers of clients.
ACD System : Automatic Call Distributor The system used by inbound call centers
to answer and distribute calls on a first-come/first served basis amongst the
available CSRs.
- ASA : The average amount of time all end users wait in queue before their calls or
chat requests are answered by a CSR. (Time To Answer / Total Answered Calls)
- Backlog : Transactions that have been received but not processed within the
defined cycle time.
- Blended Staff : Staff processing a mix of call, electronic and non-electronic
transactions.
- FCR : First Call Resolution The percentage of calls successfully processed during
the first call made by the end user and not resulting in a repeat call on the same
issue.
- FTE : Usually defined by the entity. It requires standardizing full-time and part-time
employees to a full-time equivalent. For example, two part time CSRs who each
work half time would be considered one FTE.
- On Time : The percentage of transactions processed within the targeted cycle
time.