Auditio woordenlijst

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Benchmarkmonitoring
Monitoren
Kalibreren
Rapporteren
Definities
Rework
Monitoringsformulier
Kalibratiesessie
Audit
Auditor
Mail Shuffle
Fatale items
KPI
Coaching

COPC terminologie

COPC
Fatal accuracy
Non-fatal accuracy
Fataal item
Niet-fataal item
Soft skills
VMO - Vendor Management Organisation
KCRP - Key Customer-Related Process
KSP - Key Support Process
CUIKA - Collected, Usable, Integrity, Knownledgeable, Actions
Cycle Time
On Time
Backlog
Average Cycles Late
COPQ

Algemene call center terminologie

Abandoned Call - Ook wel lost call
Abandonment Rate (inbound)
ACD - Automated Call Distributor
Agent
AHT - Average Handling Time
Arrival Rate (Call arrival rate)
ASA - Average Speed of Answer
Back Office
Benchmarking
Best in Class
Best Practice
Bezettingsgraad (occupancy)
Business to Business (B2B)
Business to Consumer (B2C)
CMS - Content Management Systeem
CTI - Computer Telephony Integration
COCA - Conference Call
Cost of Delay
Cost per Call
Cross-Selling
CRM - Customer Relationship Management
Dedicated Agents
E-learning
ERMS
Erlang
Erlang C
FAQ - Frequently Asked Questions
Forecasting
Frontoffice
FTE Full Time Equivalent
Gecorrigeerd Aantal Calls per Agent
Incentives
Inhouse Contactcenter
Intelligent Routing
IVR - Interactive Voice Response
KPI - Key Performance Indicator
Klantprofiel
Klantsegmentatie
MTBF Mean Time Between Failure
Most-Idle Agent
Mute
Mystery Shopper
One Stop Shopping
On Job Training (OJT)
Outsourcing
Overflow
Piekverkeer
Retentie
SBR - Skills-based Routing
Screen/Call Recording
Script
Seat
Service Level
SLA - Service Level Agreement
Shared Service Center
Shift
Six Sigma
Skill Set
Slamming
Soft Selling
Speed of answer
Spraakherkenning
Super Agent
Telecommerce
Third Party Callcenter
Up-Selling
Verloop
VoIP - Voice Over Internet Protocol
Workflow

 

 

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