Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

AHT (Average Handling Time)

Total talk time plus hold time plus after-call work, divided by the number of calls handled. A core productivity metric for voice agents.

Inbound versus outbound process

Inbound means the customer calls the company for support or complaints. Outbound means the agent calls the customer for sales, verification, collection or feedback.

SLA (Service Level Agreement)

A contract between the client and the service provider defining measurable targets such as answer time, resolution time and quality score, with penalties for misses.

NATO spelling alphabet use

A standard set of code words used to spell names and codes clearly over a poor telephone line, for example Alpha, Bravo, Charlie, Delta, Echo, November, Sierra, Zulu.

Active listening

Fully concentrating on the speaker, then confirming understanding by paraphrasing or summarising before responding. It prevents mishearing and repeat calls.

Sentence stress in English

Content words such as nouns, verbs and adjectives carry stress, while function words such as articles and prepositions are weakened. Correct stress makes speech intelligible to customers.

RATER service quality model

Five dimensions of service quality: Reliability, Assurance, Tangibles, Empathy and Responsiveness. Reliability, meaning doing it right first time, is usually rated most important.

Moment of truth

Any single interaction in which a customer forms a judgement about the organisation. Each call handled by an agent is one such moment.

CSAT versus NPS

CSAT measures satisfaction with one interaction, usually on a 1 to 5 scale. NPS asks likelihood to recommend on 0 to 10, where 9 to 10 are promoters.

Customer lifetime value

The total profit a customer generates over the whole relationship with the company. High-value customers justify more retention effort than acquisition spend.

Hold procedure

Ask permission, state the reason, keep the hold short with periodic updates, then thank the customer on return. Silent holds over about thirty seconds drive complaints.

Warm transfer

A transfer in which the agent briefs the receiving agent on the customer's issue and details before releasing the call, so the customer does not repeat information.

After-call work (ACW)

Time spent after the call ends on notes, disposition codes and follow-up actions. It counts toward average handling time and must be completed before going ready.

Disposition code

A short standard label recording the outcome of a call, such as resolved, escalated, callback or no answer. It drives reporting, billing and follow-up.

Predictive dialer

An outbound system that dials several numbers ahead of available agents using answer-rate statistics. It raises utilisation but must control abandoned-call rates.

ACD (Automatic Call Distributor)

Telephony system that queues incoming calls and routes them to the most suitable available agent, usually by skill group, with announcements while callers wait.

Three-ring answering rule

Answer incoming calls within three rings. If that is impossible, apologise briefly for the delay instead of ignoring it, because waiting callers form a poor first impression.

Negative phrasing avoidance

Replace refusals with helpful alternatives, for example say 'let me check that for you' rather than 'I don't know', to keep the customer's experience positive.

Voice modulation levers

The four controllable features of speech: pitch, pace, volume and tone. Varying them keeps the caller engaged and signals empathy or urgency.

Empathic response

A reply that first acknowledges the customer's feeling, then moves to a solution. Example: 'I understand this has been frustrating, let me fix it now.'

LAST complaint model

A four-step structure for complaint calls: Listen without interrupting, Apologise for the experience, Solve the problem, Thank the customer for their patience.

Escalation matrix

A defined list of support levels, from agent to team leader to manager, with the time limit and the situations that require immediate escalation at each level.

Mandatory escalation triggers

Situations requiring immediate escalation without attempted resolution: legal or media threats, safety risk, suspected data breach, and repeated failure on the same ticket.

20-20-20 eye rule

Every twenty minutes, look at something twenty feet away for twenty seconds. It reduces digital eye strain during long screen-based shifts.

POSH Internal Committee

The committee constituted under the sexual harassment law to receive and inquire into complaints. It maintains confidentiality and protects complainants from retaliation.

Clean-desk policy

A security rule requiring that no customer data, notes or devices are left visible or unattended at the workstation. It prevents information leakage.

SMART goal setting

A goal framework requiring objectives to be Specific, Measurable, Achievable, Relevant and Time-bound. It is used in appraisals and personal development plans.

Break-even quantity

Fixed costs divided by the difference between selling price per unit and variable cost per unit. It gives the number of units needed to cover all costs.

Green IT practices

Environment-friendly use of technology: powering down idle systems, digital documents instead of print, authorised e-waste recycling, and conferencing instead of travel.

Quality audit fatal error

A zero-tolerance mistake, such as disclosing account data without verification, that fails the whole call regardless of other scorecard parameters.

Mock call assessment

A simulated customer call scored on greeting, verification, listening, resolution accuracy, tone, hold and transfer handling, and closing, using a fixed rubric.

Anonymised project data

Customer information with names, numbers and account details removed before use in reports or presentations, so no real individual can be identified.