Rise Career Glossary | Customer Support Terms and Definitions

Frequently Used Terms in Customer Support

1. Abandoned Call

   An abandoned call refers to a customer-initiated phone call that terminates before reaching a live agent. This can happen when customers hang up after waiting on hold for too long or after encountering a frustrating IVR system. Monitoring and reducing abandoned calls is crucial to improve customer satisfaction and optimize call center efficiency.

2. Agent

   An agent is a customer support representative who assists customers via various communication channels such as phone, email, chat, or social media. Agents play a vital role in providing information, resolving inquiries, and maintaining customer satisfaction.

3. CSAT (Customer Satisfaction Score)

   CSAT is a metric that measures customer satisfaction with a specific interaction or overall experience. It is typically obtained through surveys or feedback forms and helps organizations analyze customer sentiment, identify areas for improvement, and gauge the effectiveness of customer support strategies.

4. Escalation

   An escalation happens when a customer's issue cannot be resolved by front-line support agents and requires the intervention of a higher-level support team or management. Escalations are necessary to ensure complex problems are addressed promptly and to prevent customer dissatisfaction.

5. First Call Resolution (FCR)

   First Call Resolution refers to the ability to resolve a customer's query, issue, or request during their initial contact with customer support. Achieving a high FCR rate reduces customer frustration, minimizes the need for follow-up calls, and enhances overall customer experience.

6. Knowledge Base

   A knowledge base is a centralized database or repository that contains a collection of information, guides, articles, and frequently asked questions to support agents and customers. It serves as a valuable resource for agents to quickly access information and provide consistent and accurate support.

7. Live Chat

   Live chat enables customers to engage in real-time text-based communication with support agents through a website or application. This channel offers convenient and immediate assistance, enhances customer satisfaction, and allows for efficient multitasking and problem-solving.

8. SLA (Service Level Agreement)

   SLA is a contractual agreement that outlines the expected level of service a customer can expect from a support department. It typically includes response time, resolution time, availability, and other performance indicators. Meeting SLAs is crucial for maintaining customer trust and loyalty.

9. Ticket

   A ticket represents a customer support case or inquiry that is logged, tracked, and assigned to an agent or support team. It contains relevant information about the customer, their issue, and the communication history. Managing tickets efficiently helps ensure timely and organized support.

10. Upselling

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Upselling is a sales technique wherein a support agent recommends and persuades customers to purchase additional or upgraded products or services during a support interaction. It aims to enhance revenue, customer satisfaction, and provide customers with more advanced solutions to their needs.