Business · Flashcard Deck
Call Center Terms
The language of the contact center: 100+ terms across metrics, telephony, routing, outbound dialing, workforce management, quality and digital channels — each explained in one clear sentence.
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- AHT — Average Handle Time
- ASA — Average Speed of Answer
- FCR — First Call Resolution
- Service Level
- SLA — Service Level Agreement
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AHT — Average Handle Time
AnswerThe average total time to handle a contact: talk time + hold time + after-call work, divided by contacts handled.
ASA — Average Speed of Answer
AnswerThe average time callers wait before an agent answers.
FCR — First Call Resolution
AnswerThe percentage of issues resolved in the customer's first contact, with no follow-up needed.
Service Level
AnswerThe percentage of calls answered within a target time — "80/20" means 80% answered within 20 seconds.
SLA — Service Level Agreement
AnswerA formal, measurable service commitment — response times, uptime, or service-level targets.
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