Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice key terms

Business services delivered with the heavy use of computers, telecom and the internet, such as call centres, data processing, medical transcription and back-office support. In this course ITeS is the industry sector that voice-based customer support belongs to.

An arrangement where a company hands over a complete business process, such as customer support or billing, to an outside service provider who runs and manages it on the client's behalf.

A job role in the ITeS sector where the worker handles customer calls in a domestic (in-country) voice process, covering inbound queries, outbound calls, complaint logging and basic customer relationship tasks.

The company that outsources its customer support or other processes to a service provider. The client sets service expectations and usually reviews performance reports, while the end customer is the person who actually calls.

A defined set of steps, scripts and rules used to handle a particular type of customer interaction, for example a billing dispute process or a refund process. Agents must follow the process exactly so that outcomes stay consistent.

A written, step-by-step instruction describing how a routine task must be performed. In a voice process the SOP tells the agent what to verify, what to say, what to record and when to transfer the call.

A call that a customer makes to the organisation, usually to ask a question, report a problem or request a service. The agent receives the call and must identify the need quickly and resolve or route it correctly.

A call an agent makes to a customer, for example for a follow-up, confirmation, survey, payment reminder or a sales offer. Outbound agents must respect calling hours, do-not-disturb preferences and the purpose of the campaign.

The planned sequence of stages in a call, typically greeting, identification and verification, listening to the issue, resolution or action, confirmation, and closing. A clear call flow keeps the conversation organised and reduces missed steps.

Approved wording an agent uses for key parts of a call, such as the opening greeting, disclosure statements and closing. Scripts must be followed where compliance requires it, but should be delivered naturally rather than read robotically.

Telephone system software that receives incoming calls and routes each one to the most suitable available agent or queue. It also collects statistics such as call volume, waiting time and abandoned calls.

A self-service phone menu that plays recorded options and lets callers choose by pressing keys or speaking. IVR sorts calls before they reach an agent and can also give routine information such as account balance or office timings.

Outbound dialing software that predicts agent availability and dials numbers automatically, so agents spend less time waiting between calls. Because it may dial more numbers than there are free agents, abandoned calls must be controlled.

A situation where a caller hangs up before reaching an agent or before the conversation is completed. High abandonment usually signals long waiting times or a poorly tuned dialer and is tracked as a service quality measure.

The holding line where incoming calls wait until an agent becomes free. Queue management aims to keep waiting short and fair, and to give callers information or a callback option instead of leaving them uninformed.

Both a business approach and a software system for recording and using all information about customers, so that every interaction is consistent and personalised. The software stores contact details, history, complaints and outcomes of calls.

The organised store of customer records inside the CRM, including names, contact numbers, account details and past interactions. Accurate data entry and timely updates keep this database reliable for every agent who uses it.

A numbered record created in the CRM for a customer issue that cannot be closed immediately. The ticket carries the problem description, priority, owner and status, and is tracked until it is resolved and closed.

The formal act of passing a customer issue to a higher level of authority, such as a team leader or specialist team, when it is beyond the agent's limits or the customer is seriously dissatisfied. Escalation must follow defined rules.

A documented commitment between the service provider and the client that sets measurable targets, such as how quickly calls must be answered or how long a complaint may take to resolve. Performance is judged against these targets.

The average total time spent on one call, including talk time, hold time and after-call work. It is a key productivity measure, but it must never be reduced by rushing or cutting short a genuine customer need.

The time an agent spends after the call ends to update the CRM, write notes and set the next action before taking another call. Also called after-call work, it protects accuracy of records and is counted in AHT.

The practice of entering customer information correctly, completely and in the right fields, with spelling, numbers and codes checked. Errors here can cause wrong billing, failed callbacks and loss of customer trust.

The total value a customer brings to a business over the whole period of the relationship, not just in one sale. It explains why retaining an existing customer is usually cheaper than winning a new one.

The effort a company makes to keep existing customers by resolving problems well, rewarding loyalty and maintaining good relationships. Good voice support directly supports retention because customers stay when their issues are handled fairly.

A measure of how satisfied customers are with a specific interaction or service, usually collected through a short rating question after the call. Scores are averaged and used to find weak points in service.

Information from customers about their experience, given through surveys, complaints, reviews or direct comments. Feedback is useful only when it is recorded, analysed and turned into a change in process or behaviour.

An expression of dissatisfaction by a customer about a product, service or the way it was handled. A complaint should be acknowledged, recorded, investigated and resolved, and treated as useful information rather than a personal attack.

The ability to understand and acknowledge what a customer is feeling and to show that understanding in words and tone, without necessarily agreeing with every claim. It calms upset callers and builds cooperation.

Listening with full attention while noting key facts, avoiding interruption and confirming understanding by summarising or asking clarifying questions. It is the core skill for identifying the real problem in a call.

Restating the customer's message in your own words to confirm that you have understood it correctly. It reduces misunderstandings and shows the caller that you are paying attention.

A question asked to gather missing details or to get to the root of a problem, such as asking when the issue started or what error message appeared. Good probing is specific and asked one point at a time.

The quality of the voice that carries attitude and feeling, including pitch, pace, volume and warmth. On the telephone, tone often matters more than the exact words because the caller cannot see facial expressions.

Deliberately varying pitch, speed, volume and pauses to keep speech clear, interesting and easy to follow, while matching the mood of the conversation. Flat or rushed delivery makes customers feel uncared for.

Speaking so that each word is easily understood, with correct pronunciation, moderate speed and no mumbling or trailing off at the end of sentences. Clarity is essential when giving numbers, names or instructions.

The accepted rules of polite phone behaviour, such as answering promptly, greeting with name and organisation, asking permission before holding, avoiding background noise and closing the call courteously.

The correct way to place a caller on hold: ask permission, explain why, state how long it may take, keep the line silent-free, and return within the promised time with thanks for waiting.

The supervisor who guides a group of agents, monitors quality and performance metrics, provides coaching and handles the first level of escalation for difficult calls. Also called a supervisor or TL.

The regular review of recorded or live calls against a checklist of required behaviours, such as greeting, verification, accuracy and politeness. Results are used for coaching and for maintaining service standards.

Practices that keep a call centre safe and healthy, including clean workstations, safe cable routing, proper posture and seating, eye breaks from screens, hand hygiene, and following fire and emergency procedures.

Designing the workstation and working posture to fit the human body, for example adjusting chair height, screen level, keyboard position and headset, to reduce strain from long hours of seated voice work.

Protection of workers' physical and mental well-being on the job, covering issues common in voice work such as voice strain, hearing fatigue, back pain, eye strain and stress from difficult calls.

An official rule or guideline set by the employer, for example on attendance, leave, data confidentiality, use of mobile phones on the floor or dress code. Employees are expected to read and follow all policies.

Protecting customer personal information from unauthorised access, sharing or misuse, and using it only for the purpose for which it was collected. Agents must verify identity before disclosing account details.

The legal and workplace framework that prohibits sexual harassment at work and requires employers to provide a safe environment and an internal complaints committee for redress. Every employee must know how to report such conduct.

A formal complaint raised by an employee about a workplace issue such as unfair treatment, unsafe conditions or policy violations. Most organisations provide a defined grievance procedure with time limits for response.

The step of confirming that the caller is really the account holder or an authorised person, usually by asking for pre-agreed details. It protects customer data and must be done before sharing any account information.

The general work skills employers expect in any job, such as communication, teamwork, problem solving, time management, digital literacy, self-management and a positive attitude. They complement technical job skills.

Working cooperatively with colleagues and other teams, sharing information and supporting each other so that shared service targets are met. In a call centre, teamwork also means handing over calls and updates cleanly.

Planning and controlling how working time is used so that tasks are completed on schedule and within targets. For an agent this includes being ready at login, managing talk and wrap-up time, and taking breaks as rostered.

The process of identifying an opportunity, arranging resources and taking calculated risks to start and run a venture, which may be a small service business, a franchise or a self-employed role. It includes planning, finance and marketing basics.

A written document that explains a business idea, its target customers, market, operations, costs, expected income and funding needs. It helps an entrepreneur test feasibility and convince lenders or partners.

Using computers, networks and office equipment in ways that reduce energy use, paper waste and electronic waste, for example switching off idle systems, using power-saving settings, printing only when needed and recycling old devices.

Discarded electrical and electronic equipment such as old computers, phones, headsets and batteries. It must be disposed of through authorised recyclers because it contains harmful materials and recoverable metals.