HDI SUPPORT CENTER ANALYST
ABA - Answers- Abandon Before Answer (caller hung up before call was answered)
ACW - Answers- After Call Work -- quantity of time spent processing notes after call is
over
ACD - Answers- Automated Call Distribution -- system that automates process of
distributing call load
Automated Voice - Answers- software that moves the caller through voice recognition
elements
Availability - Answers- total time an analyst is logged in and available to take calls
What does Availability measure? - Answers- Measures individual and call center
productivity.
AHT (Average Handle Time) - Answers- 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) - Answers- Talk Time +
After Call Work = Average Handle Time
AHT (Average Hold Time) - Answers- 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? - Answers- Need for staffing and when/how to
schedule
ASA - Answers- Average Speed to Answer -- time that passes before analyst answers
phone
Balanced Scorecard - Answers- 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? - Answers- Predict future performance
Computer telephony - Answers- Integration of voice (telephone) and data (computer)
technologies.
What is computer telephony used for (by the SCA)? - Answers- Allows SCA to "mine
customer data" and management with reporting across platforms.
, Confidentiality - Answers- A set of rules or a promise (to the user) that limits access or
places restriction on information.
Continual Service - Answers- 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) - Answers- 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 - Answers- Holistic measurement of support center's
effectiveness
Empathy - Answers- Ability to understand/share others' feelings
Employee satisfaction - Answers- Measured through surveys, can impact the delivery
of high-quality services
Filter - Answers- An internal bias or personal viewpoint based on one's experiences,
values, and cultural differences.
First Contact Resolution - Answers- Percentage of incidents resolved on first contact
with customer
First Level Resolution - Answers- 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 - Answers- Help Desk International -- The leading professional association and
certification body for technical service and support professionals.
IM (Incident Management) - Answers- The activities taken to identify, analyze, and
correct hazards to prevent re-occurrence
IM (Instant Messaging) - Answers- Online chat which offers real-time text transmission
Interactive Voice - Answers- 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.
ABA - Answers- Abandon Before Answer (caller hung up before call was answered)
ACW - Answers- After Call Work -- quantity of time spent processing notes after call is
over
ACD - Answers- Automated Call Distribution -- system that automates process of
distributing call load
Automated Voice - Answers- software that moves the caller through voice recognition
elements
Availability - Answers- total time an analyst is logged in and available to take calls
What does Availability measure? - Answers- Measures individual and call center
productivity.
AHT (Average Handle Time) - Answers- 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) - Answers- Talk Time +
After Call Work = Average Handle Time
AHT (Average Hold Time) - Answers- 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? - Answers- Need for staffing and when/how to
schedule
ASA - Answers- Average Speed to Answer -- time that passes before analyst answers
phone
Balanced Scorecard - Answers- 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? - Answers- Predict future performance
Computer telephony - Answers- Integration of voice (telephone) and data (computer)
technologies.
What is computer telephony used for (by the SCA)? - Answers- Allows SCA to "mine
customer data" and management with reporting across platforms.
, Confidentiality - Answers- A set of rules or a promise (to the user) that limits access or
places restriction on information.
Continual Service - Answers- 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) - Answers- 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 - Answers- Holistic measurement of support center's
effectiveness
Empathy - Answers- Ability to understand/share others' feelings
Employee satisfaction - Answers- Measured through surveys, can impact the delivery
of high-quality services
Filter - Answers- An internal bias or personal viewpoint based on one's experiences,
values, and cultural differences.
First Contact Resolution - Answers- Percentage of incidents resolved on first contact
with customer
First Level Resolution - Answers- 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 - Answers- Help Desk International -- The leading professional association and
certification body for technical service and support professionals.
IM (Incident Management) - Answers- The activities taken to identify, analyze, and
correct hazards to prevent re-occurrence
IM (Instant Messaging) - Answers- Online chat which offers real-time text transmission
Interactive Voice - Answers- 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.
