Customer Service Key Terms
Succeed at a career in customer service by learning several key terms and phrasesIf you're considering a career as a customer service representative, you might find it helpful to become familiar with customer service key terms. From knowing what a call center is or how and why outsourcing is used to understanding customer relationship management and average handle time, you'll find there are many customer service practices and systems that you should become comfortable with if you're going to work as a customer service agent.
QueueWhen customers call a company's customer service department or call center, they are usually placed in what is called a queue. This refers to a line of calls that is held and answered in order.
Call trackingCall tracking is vital to customer service departments. Call tracking allows a company to keep track of number of calls, resolutions and even customer satisfaction. Many customer service centers utilize a call tracking program to improve satisfaction.
Customer relationship management (CRM)Customer relationship management (CRM) refers to a system in which a customer service center strives to better understand and service its customers. Through training and software systems, CRM can be developed for the customer service department of any industry.
Average handle time (AHT)How long a customer service representative or agent is on the phone with a customer is called average handle time (AHT). AHT reflects how long is takes to resolve a customer's request or complaint. This helps a company establish department staffing.
OutsourcingSometimes a company cannot handle a large number of customer service calls on its own and will outsource customer service. This refers to using an outside company, in some cases companies even located outside the U.S., to handle the flow of customer service calls.
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