Taking The Mystery Out of Support Desk Terminology
Every industry contains buzz-words and terminology that explains its processes and procedures – but to outsiders, this terminology may be very confusing!
Use this handy glossary to get the low-down on some common terms you may hear when discussing your support desk needs with an outsource provider.
- Average Handle Time (AHT): The average time agents take to handle a support call.
- Average First Response Time (AFRT): The average time it takes for your agents to make first contact with a customer after receiving a support ticket.
- Average Speed of Answer (ASA): The average time it takes an agent to answer an incoming call.
- Backlog: The amount of unresolved support tickets reported during a particular time frame.
- Business Process Outsourcing (BPO): This refers to contracting a specific business operation to a third-party provider.
- Customer Satisfaction (CSAT): An important metric that measures your customers’ overall happiness and loyalty to your company.
- Decision Tree: A hierarchy of questions and possible answers designed to lead an agent/analyst to a solution.
- Escalate: To raise a support ticket from a lower level to a higher level of support.
- First Contact Resolution (FCR): When a support ticket is resolved with a single call.
- First Contact Resolution Rate (FCRR): This metric shows how often your support team resolves cases in a single response.
- Information Technology Infrastructure Library (ITIL): A set of best practices for IT service management.
- Key Performance Indicator (KPI): A quantifiable value that shows how effectively a company or an individual is meeting key business objectives.
- Knowledge Base: Comprehensive documentation of everything there is to know about your product or service.
- Managed Service Provider (MSP): The company that remotely manages a customer’s IT infrastructure, support desk, or end-user systems.
- Open Ticket: The status of a support ticket before it’s assigned to an agent.
- Overdue Ticket: A ticket that has not been resolved during the agreed time according to the Service Level Agreement.
- Queue: The list of calls, support tickets, or e-mail messages waiting to be processed.
- Remote Control and Diagnostic Systems: Technology that allows the service desk to take control of the customer’s computer (keyboard, screen, or mouse) to troubleshoot problems, or provide training by viewing the customer’s screen remotely.
- Resolution Rate: Percentage of issues your agents actually resolve from the number of total tickets received.
- Service Desk Goals: Measurable objectives that support the service desk’s mission.
- Service Level Agreement (SLA): A service contract defining what’s expected of the service provider. This often includes criteria such as time to answer a customer phone call (“75% of all calls will be answered within 60 seconds or less”), average time to resolve an issue, first call resolution rate, etc.
- Soft Skills: The “people skills” needed to provide great customer support, such as active listening, excellent verbal communication, ability to problem-solve, personality, etc.
- Triage: Just like in the ER, this is the process of determining the severity and urgency of a problem and routing it to the right person for resolution.
Now, you’ll be able to talk with confidence about your BPO with an MSP to improve your CSAT!