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By: Arlette Measures
Outbound Telemarketing Glossary

Sales Per Hour (SPH)

A simple measure of productivity in a sales-oriented call center. It can be calculated by dividing Sales by Phone Time. If an agent makes 30 sales in 5 hours, she has an SPH of 6.0.


Service Level

The percentage of calls answered within a certain time factor. There are three service levels to be concerned about which are Target, Forecast and Actual.


Time Accounting Code (TAC)

It is a tracking code used to categorize time spent on different activities in the call
center. Synonymous with exception codes, without the negative reference. TACs can be classified as negative (representing time away from the phones) or neutral (simply tracking overtime hours).


Total Delay

This is the total amount of time delayed callers had to wait to be answered. Arrived at by multiplying the Average Speed of Answer by the Number of Delayed Callers and is Important in calculating the telecom costs associated with a poor service level.


Total Handle Time (THT)}

The total time spent handling calls that is calculated by multiplying AHT by NCH.


Total Talk Time (TTT)

The total time spent talking to clients on incoming calls (in an inbound call center) or on outbound calls (in an outbound call center) which are calculated by multiplying ATT by NCH.


Total Work Time (TWT)

This is also known as Post-Call Processing (PCP) or Wrap Time. It is the total amount of time spent unavailable for new calls, working on issues related to past calls which is calculated by multiplying AWT by NCH.


Occupancy Rate (OCC)

This is the percentage of their logged-in time that your staff is occupied by calls or post- call work. The total time they are unavailable for another call. The total amount of time they're not idle divided by the total time they are logged into the telephone.


Personal Broadcast

The client or a call center staff member records the desired message and an automatic dialer calls all of the phone numbers in a database supplied by the client and relays the message.


Phone Time

This is also known as the Total Sign-In Time. The total amount of time spent signed in to the phone system.


Pre-announce

A pre-announce is a recorded informational or instructional message that is played to people who call in on a client's account. The line is answered by the system and the message is played before routing the call to a live call center agent.


Sales

A count of all sales made in a revenue-generating call center. It can also be called conversions or closes. Other terms may be used in outbound call centers where surveys are performed, and a completed survey is similar to a completed sale.


Sales Per Hour (SPH)

It is a simple measure of productivity in a sales-oriented call center. It can be calculated by dividing Sales by Phone Time. If an agent makes 30 sales in 5 hours, she has an SPH of 6.0.


Service Level

The percentage of calls answered within a certain time factor. There are three service levels to be concerned about which are Target, Forecast and Actual.


Time Accounting Code (TAC)

It is a tracking code used to categorize time spent on different activities in the call
center. Synonymous with exception codes, without the negative reference. TACs can be classified as negative (representing time away from the phones) or neutral (simply tracking overtime hours).


Total Handle Time (THT)

The total time spent handling calls that is calculated by multiplying AHT by NCH.


Total Out Time (TOT)

In an inbound call center, the total amount of time spent on outbound calls, calculated by multiplying AOT by NOC.


Total Talk Time (TTT)

The total time spent talking to clients on incoming calls (in an inbound call center) or on outbound calls (in an outbound call center) which are calculated by multiplying ATT by NCH.


Total Work Time (TWT)

This is also known as Post-Call Processing (PCP) or Wrap Time. It is the total amount of time spent unavailable for new calls, working on issues related to past calls which is calculated by multiplying AWT by NCH.


Workload

The amount of work to be done in a given time frame. In any environment, there are tasks to be completed and each task will take a certain amount of time. The total amount of time spent required to finish all the tasks is the total project workload.
Workload is used to determine how many base staff are needed to serve the customers.


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