HDI Support Center Analyst
ABA - ANS-Abandon Before Answer (caller hung up before call was answered)
ACW - ANS-After Call Work -- quantity of time spent processing notes after call is over
ACD - ANS-Automated Call Distribution -- system that automates process of distributing call
load
Automated Voice - ANS-software that moves the caller through voice recognition elements
Availability - ANS-total time an analyst is logged in and available to take calls
What does Availability measure? - ANS-Measures individual and call center productivity.
AHT (Average Handle Time) - ANS-Average Handle Time -- quantity of time spent on an
individual phone call
Talk Time + After Call Work = Average Handle Time
What determines AHT (Average Handle Time)? (X + Y = AHT) - ANS-Talk Time + After Call
Work = Average Handle Time
AHT (Average Hold Time) - ANS-the average amount of time a customer has to hold after the
analyst answers (not counting wait time)
What is Average Hold Time used for? - ANS-Need for staffing and when/how to schedule
ASA - ANS-Average Speed to Answer -- time that passes before analyst answers phone
Balanced Scorecard - ANS-Measures individual and organizational function. Based on financial,
customer, operational efficiency, and learning/growth factors and simplifies business
information.
What is the Balanced Scorecard used for? - ANS-Predict future performance
Computer telephony - ANS-Integration of voice (telephone) and data (computer) technologies.
What is computer telephony used for (by the SCA)? - ANS-Allows SCA to "mine customer data"
and management with reporting across platforms.
Confidentiality - ANS-A set of rules or a promise (to the user) that limits access or places
restriction on information.
, Continual Service - ANS-Part of the ITIL service lifecycle concept. To ensure that the services,
processes, and lifecycles phases of the service provider continue to meet the needs of the
business.
Customer Relationship Management (CRM) - ANS-system for managing a company's
interactions with current and future customers. Involves using technology to organize, automate,
and synchronize sales, marketing, customer services, and tech support.
Customer Satisfaction - ANS-Holistic measurement of support center's effectiveness
Empathy - ANS-Ability to understand/share others' feelings
Employee satisfaction - ANS-Measured through surveys, can impact the delivery of high-quality
services
Filter - ANS-An internal bias or personal viewpoint based on one's experiences, values, and
cultural differences.
First Contact Resolution - ANS-Percentage of incidents resolved on first contact with customer
First Level Resolution - ANS-Percentage of incidents that don't require escalation.
This percentage is based on a set timeframe and includes any additional time the analyst
spends on research and troubleshooting the incident.
HDI - ANS-Help Desk International -- The leading professional association and certification body
for technical service and support professionals.
IM (Incident Management) - ANS-The activities taken to identify, analyze, and correct hazards to
prevent re-occurrence
IM (Instant Messaging) - ANS-Online chat which offers real-time text transmission
Interactive Voice - ANS-The robot helper over the phone.
A telephony technology in which someone uses a touch-tone telephone to interact with a
database to acquire information from or enter data into the database.
IVR technology does not require human interaction over the telephone as the user's interaction
with the database is predetermined by what the IVR system will allow the user access to.
ITIL - ANS-Information Technology Infrastructure Library
A set of practices for IT service management (ITSM) that focuses on aligning IT services with
the needs of business.
ABA - ANS-Abandon Before Answer (caller hung up before call was answered)
ACW - ANS-After Call Work -- quantity of time spent processing notes after call is over
ACD - ANS-Automated Call Distribution -- system that automates process of distributing call
load
Automated Voice - ANS-software that moves the caller through voice recognition elements
Availability - ANS-total time an analyst is logged in and available to take calls
What does Availability measure? - ANS-Measures individual and call center productivity.
AHT (Average Handle Time) - ANS-Average Handle Time -- quantity of time spent on an
individual phone call
Talk Time + After Call Work = Average Handle Time
What determines AHT (Average Handle Time)? (X + Y = AHT) - ANS-Talk Time + After Call
Work = Average Handle Time
AHT (Average Hold Time) - ANS-the average amount of time a customer has to hold after the
analyst answers (not counting wait time)
What is Average Hold Time used for? - ANS-Need for staffing and when/how to schedule
ASA - ANS-Average Speed to Answer -- time that passes before analyst answers phone
Balanced Scorecard - ANS-Measures individual and organizational function. Based on financial,
customer, operational efficiency, and learning/growth factors and simplifies business
information.
What is the Balanced Scorecard used for? - ANS-Predict future performance
Computer telephony - ANS-Integration of voice (telephone) and data (computer) technologies.
What is computer telephony used for (by the SCA)? - ANS-Allows SCA to "mine customer data"
and management with reporting across platforms.
Confidentiality - ANS-A set of rules or a promise (to the user) that limits access or places
restriction on information.
, Continual Service - ANS-Part of the ITIL service lifecycle concept. To ensure that the services,
processes, and lifecycles phases of the service provider continue to meet the needs of the
business.
Customer Relationship Management (CRM) - ANS-system for managing a company's
interactions with current and future customers. Involves using technology to organize, automate,
and synchronize sales, marketing, customer services, and tech support.
Customer Satisfaction - ANS-Holistic measurement of support center's effectiveness
Empathy - ANS-Ability to understand/share others' feelings
Employee satisfaction - ANS-Measured through surveys, can impact the delivery of high-quality
services
Filter - ANS-An internal bias or personal viewpoint based on one's experiences, values, and
cultural differences.
First Contact Resolution - ANS-Percentage of incidents resolved on first contact with customer
First Level Resolution - ANS-Percentage of incidents that don't require escalation.
This percentage is based on a set timeframe and includes any additional time the analyst
spends on research and troubleshooting the incident.
HDI - ANS-Help Desk International -- The leading professional association and certification body
for technical service and support professionals.
IM (Incident Management) - ANS-The activities taken to identify, analyze, and correct hazards to
prevent re-occurrence
IM (Instant Messaging) - ANS-Online chat which offers real-time text transmission
Interactive Voice - ANS-The robot helper over the phone.
A telephony technology in which someone uses a touch-tone telephone to interact with a
database to acquire information from or enter data into the database.
IVR technology does not require human interaction over the telephone as the user's interaction
with the database is predetermined by what the IVR system will allow the user access to.
ITIL - ANS-Information Technology Infrastructure Library
A set of practices for IT service management (ITSM) that focuses on aligning IT services with
the needs of business.
