Call Center Jargon

STATUS: On the day of the report was the reservation agent present, sick, late, etc…

LOGON TIME: The amount of time (hours : minutes) an reservation agent was logged onto the telephone system.

% LOGGED ON: Based on 7 hours in a given day, the percentage of time that a reservation agent was logged onto the telephone system (i.e. Yesterday Archie was logged-on for 6 hours and 35 minutes, which is 94% of 7 hours.).

% UNAVAILABLE: Based on 7 hours in a given day, the percentage of time that the reservation agent was not logged onto the telephone system.

CONTACTS HANDLED: The number of telephone calls the agent received / handled.

AVERAGE TALK TIME: The amount of time (minutes : seconds) the average call the agent handled lasted (i.e. If the agent handled 40 calls and the overall time talking on the telephone was 3 hours then the average talk time is 4:50.).

CONVERSION RATE: The number of bookings / orders an agent made, divided by the number of contacts received (i.e. Betty handled 45 contacts and had 35 bookings, which works out to a conversion rate of 78%.).

TOTAL REVENUE: The monetary amount of the sum of the bookings that were made by an agent.

2 thoughts on “Call Center Jargon

  1. Hi! This is my first visit to your blog! We are a group of volunteers and starting a new initiative in a community in the same niche. Your blog provided us valuable information to work on. You have done a outstanding job!

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