Glossary

Contact centre and sales call glossary

Sixty terms that come up in contact centres and on sales calls. Each entry gives a short definition, a formula where the metric has one, one thing you can practise, related terms and a page to read next. We state no benchmarks: targets differ by centre, so set yours from your own data.

Formulas show how the measure is usually built. Teams define some of them differently, so write down your own version before you compare numbers across months or sites.

A

Abandonment rate #: The share of callers who hang up before reaching an agent. Short abandons, within a few seconds, are usually excluded or reported separately, because those callers may never have intended to wait. A rising rate often signals understaffing or a confusing menu.; Formula: Abandonment rate = abandoned calls / calls offered x 100 (state the short-abandon cut-off). Definitions vary; this is the common form.; How to practise it: Practise the callback offer: 'I can hold your place and ring you back, or you can stay on the line. Which is easier?' Say it so it sounds like a choice.; Related: Service level, Average speed of answer (ASA), Callback, Interactive voice response (IVR); Read next: Call centre KPIs and training
After-call work (ACW) #: The work done after a contact ends, such as logging notes, updating the record, sending a confirmation and setting the next step. It counts toward handle time and keeps the agent unavailable for the next call. Short, structured notes help the next agent and cut repeat contacts.; How to practise it: Time your wrap-up on practice calls and keep a standard note template: issue, action taken, promise, next date.; Related: Average handle time (AHT), Disposition code, Occupancy, Repeat contact rate; Read next: Post-call notes checklistShort version in the sales glossary
Appointment setting #: Calls whose goal is to book a meeting, demo or visit rather than to close a sale. A good call gives a clear reason to meet, offers two specific times and confirms the details before ending. Reminder calls or messages before the appointment reduce no-shows.; How to practise it: Practise the ask in one breath: 'Would Tuesday at ten or Wednesday at two suit you better?' Then be quiet and let them answer.; Related: Cadence, Lead qualification, Next step, Sales development representative (SDR); Read next: Appointment-setting call script
Attrition (agent turnover) #: The rate at which agents leave in a period. Early attrition, in the first weeks, often points to hiring fit, training or the first-call experience. Track it by tenure band to see when people leave, and ask leavers what would have helped.; Formula: Attrition rate = leavers in period / average headcount in period x 100. Definitions vary; this is the common form.; How to practise it: Give new agents practice calls on the hardest contact type before they take it live, so their first hard call is not their first attempt.; Related: Ramp time, Nesting, Shrinkage, Side-by-side coaching, Workforce management (WFM); Read next: New-hire practice plan for call centres
Auto-fail criteria #: Behaviours that fail a monitored call whatever the other scores, such as giving false information, skipping required identity checks or breaching a compliance rule. Keep the list short and written plainly, so agents know the lines they cannot cross. Review each auto-fail with the agent soon after.; How to practise it: Practise the identity check until it is automatic: say why you are asking, ask the same way every time, and stay polite when the caller objects.; Related: QA scorecard, Call calibration, Call monitoring, Pause-and-resume recording; Read next: Call centre QA scorecard template
Automatic call distributor (ACD) #: The system that receives calls and routes each one to an available agent according to rules, such as longest idle or matching skills. It also holds callers in a queue and produces timing data. Rules that look fair on paper can overload your best agents.; How to practise it: Ask what routing rules your calls follow and notice which contact types reach you most, then practise those scenarios first.; Related: Skills-based routing, Interactive voice response (IVR), Average speed of answer (ASA); Read next: Call centre KPIs and training
Average handle time (AHT) #: The average time an agent spends on one contact, counting talk time, hold time and the after-call work that follows. It measures workload per contact, not quality. A low figure can hide rushed calls, so read it next to first contact resolution and QA results.; Formula: AHT = (talk time + hold time + after-call work) / number of contacts handled. Definitions vary; this is the common form.; How to practise it: Time yourself on a practice call, then list which of talk, hold and wrap-up took longest, and shorten only the part that does not help the customer.; Related: First contact resolution (FCR), After-call work (ACW), Occupancy, Talk time, Hold time; Read next: Call centre KPIs and trainingShort version in the sales glossary
Average speed of answer (ASA) #: The average time callers wait in the queue before an agent picks up, measured over answered calls. Averages hide long waits, because a few very long waits can sit next to many short ones. Look at the distribution alongside it.; Formula: ASA = total wait time of answered calls / number of answered calls. Definitions vary; this is the common form.; How to practise it: Practise answering a call that connects after a long wait: lead with your name and the caller's reason for calling, not a script about how busy it is.; Related: Service level, Abandonment rate, Erlang C, Occupancy; Read next: Call centre KPIs and training

B

Buying committee #: The group of people in a customer's organisation who influence or approve a purchase, for example a budget holder, a user and someone from IT or legal. Calls to one person rarely settle it. Learn who else is involved and what each one cares about.; How to practise it: Practise asking 'Who else should see this, and what will they ask?' and write down the names and the questions you hear.; Related: Decision maker, Discovery call, Lead qualification, Next step, Cadence; Read next: Reaching more people in one account

C

Cadence #: The planned pattern of touches over time for a prospect, mixing calls, voicemails and emails, such as day one call, day two email. A cadence keeps follow-up consistent and stops leads from being dropped. Stop or adjust when someone replies or says no.; How to practise it: Plan a cadence on paper first, then practise the second-touch call, which refers to your first message and gives a new reason to talk.; Related: Connect rate, Voicemail drop, Follow-up, Sales development representative (SDR), Appointment setting; Read next: Re-engage ghosted prospects
Call calibration #: A session where several reviewers score the same call independently, then compare results and agree how each scorecard item should be read. It reduces the gap between strict and lenient scorers. Without it, agents are measured by who reviewed them, not by what they said.; How to practise it: Pick one call, have each reviewer score it alone, and spend the meeting only on items where scores differ by more than one point.; Related: QA scorecard, Call monitoring, Auto-fail criteria, Call coaching, Closed-loop feedback; Read next: Call centre QA scorecard template
Call monitoring #: Listening to live or recorded calls to assess quality, compliance and coaching needs. Live monitoring lets a supervisor step in; recorded review allows a calm, detailed look. Tell agents how many calls are reviewed and how the results are used, and follow the local rules on recording.; How to practise it: Ask to hear one of your own recorded calls each week and write down the first sentence you would change, before the reviewer shares theirs.; Related: QA scorecard, Side-by-side coaching, Call calibration, Mystery shopping; Read next: Coach reps from call reports
Callback #: A call back to the customer at an agreed time or from a place held in the queue, so they do not have to wait on the line. It must be kept: a missed callback does more damage than a long wait. Confirm the number and time before ending the call.; How to practise it: Practise closing a call by confirming the number, the exact time window and who will ring, then repeating them back to the customer.; Related: Abandonment rate, Service level, First contact resolution (FCR), Next step; Read next: Customer service phone trainingShort version in the sales glossary
Closed-loop feedback #: Following up with customers who answered a survey, especially those who gave a low score, to understand the cause and tell them what changed. It turns a score into a conversation. It needs someone with the time and the authority to act on what the customer says.; How to practise it: Practise the follow-up call to a low scorer: thank them, ask for one specific thing that went wrong, and say what you will do with it.; Related: Customer satisfaction score (CSAT), Net Promoter Score (NPS), Voice of the customer, Service recovery; Read next: NPS follow-up call script
Cold call #: An unsolicited call to someone who has not asked to hear from you. It works best with a short, relevant opener, a clear reason for calling and a request for permission to continue. Check the local rules on telemarketing and do-not-call lists before dialling any number.; How to practise it: Practise a 20-second opener that states who you are, why you called and a question, then run it with a customer who says, 'Not interested.'; Related: Connect rate, Gatekeeper, Cadence, Voicemail drop, Right-party contact; Read next: Cold call openersShort version in the sales glossary
Cold transfer #: Sending a call to another person or queue without introducing the customer or passing on the details. It is quick for the agent but often forces the customer to explain again. Use it only where a warm handover is not possible, and tell the customer where they are going.; How to practise it: Practise saying what happens next before you transfer: the team's name, why them, and what to say if the line drops.; Related: Warm transfer, Transfer rate, Repeat contact rate, Customer effort score (CES); Read next: Warm transfer call script
Connect rate #: The share of dials that reach a live person. It depends on list quality, the hour of the call and how many numbers are direct. It is only a first step, because a connection with the wrong person is not a conversation. Report it by list source.; Formula: Connect rate = dials answered by a live person / total dials x 100. Definitions vary; this is the common form.; How to practise it: Log your dials for a week by time of day and result, then test one change to the hour and compare results.; Related: Right-party contact, Cold call, Cadence, Predictive dialler, Gatekeeper; Read next: How many cold calls per day
Contact reason (call driver) #: The tagged reason a customer got in touch, such as a billing query, a delivery problem or a cancellation. Counting contact reasons shows what to fix at source, what to train for and which topics belong in the knowledge base. Keep the list short enough to be used consistently.; How to practise it: Tag your practice calls with the same contact-reason list you use live, so your practice topics match the calls you actually take.; Related: Disposition code, Voice of the customer, Knowledge base, Repeat contact rate, Forecasting; Read next: Call centre KPIs and training
Customer effort score (CES) #: A survey measure of how easy it was for the customer to get their issue handled, usually asked as agreement with the statement that the company made it easy. Its authors argued that low effort predicts loyalty better than delight. Typical drivers are repeat explanations and transfers.; Formula: CES = average score on the effort question (or % agreeing it was easy); say which version you use. Definitions vary; this is the common form.; How to practise it: Rehearse a call where you never ask the customer to repeat their account number or story, and count how many times you reused what they already said.; Related: First contact resolution (FCR), Transfer rate, Customer satisfaction score (CSAT), Repeat contact rate; Read next: Customer service phone training
Customer satisfaction score (CSAT) #: A short survey result showing how satisfied a customer was with a specific call or interaction, usually a short rating question asked straight after contact. It reflects one moment, not loyalty, and survey response bias is real. Report the number of responses with the score.; Formula: CSAT = satisfied responses (for example the top two ratings) / total responses x 100. Definitions vary; this is the common form.; How to practise it: Practise ending a call with a one-sentence request for the rating, then listen to a recording and check whether the ask sounded natural or scripted.; Related: Net Promoter Score (NPS), Customer effort score (CES), Voice of the customer, Closed-loop feedback, First contact resolution (FCR); Read next: NPS follow-up call scriptShort version in the sales glossary

D

De-escalation #: Bringing an angry or upset caller back to a conversation where a solution is possible. It uses a calm pace, naming the problem in the caller's words, saying what you will do now and giving a time. It is not agreeing with everything the caller says.; How to practise it: Repeat one angry-caller scenario until you can name the issue in the caller's words, state one action and give a time, all in under 30 seconds.; Related: Empathy statement, Service recovery, Call coaching; Read next: De-escalation phrases for phone callsShort version in the sales glossary
Discovery call #: A first real conversation in which the seller asks questions to understand the customer's situation, problem and goals before proposing anything. The aim is learning, not pitching. A good one ends with a clear reason to continue and a booked next step.; How to practise it: Run a practice call where you ask five open questions before you mention any product, then summarise what you heard in two sentences.; Related: Objection handling, Lead qualification, Next step, Buying committee, Talk-to-listen ratio; Read next: How to prepare for a discovery callShort version in the sales glossary
Disposition code #: A label an agent attaches at the end of a contact to record its outcome or topic, for example resolved, callback booked or no answer. Reports depend on it, so keep the list short and agree what each code means. Rushed coding makes the data unreliable.; How to practise it: Practise coding in the thirty seconds after a call: pick the code while the call is fresh, then add one note line that a colleague could act on.; Related: After-call work (ACW), Contact reason (call driver), Average handle time (AHT), Right-party contact; Read next: Post-call notes checklist

E

Erlang C #: A queueing formula that estimates how many agents a contact centre needs so that callers wait no longer than a target. It takes call volume, average handle time and the service target. It assumes patient callers who never hang up, so real centres need extra margin.; Formula: Offered load A (in erlangs) = calls per hour x average handle time in hours; agents needed must exceed A. Definitions vary; this is the common form.; How to practise it: Run through one example by hand with your own volume and handle time, so the model is something you understand and can question, not a black box.; Related: Service level, Forecasting, Occupancy, Workforce management (WFM), Abandonment rate; Read next: Call centre KPIs and training
Escalation rate #: The share of contacts passed up to a supervisor or specialist. A high rate may mean customers are asking for something agents have no authority to give, or that training is thin. A very low rate can mean agents avoid asking for help.; Formula: Escalation rate = contacts escalated / contacts handled x 100. Definitions vary; this is the common form.; How to practise it: Practise recognising your own limit early: name the point where you would escalate in a scenario, then say it aloud to the customer.; Related: Transfer rate, First contact resolution (FCR), De-escalation, Knowledge base; Read next: How to handle an angry caller

F

First contact resolution (FCR) #: The share of customer issues fully solved during the first contact, with no repeat call, callback or reopened ticket. Teams define the repeat window differently, so write yours down before comparing months. High FCR usually follows from good knowledge, clear authority to act and a confirmed fix.; Formula: FCR = contacts resolved at first contact / total contacts x 100 (state the repeat-contact window you use). Definitions vary; this is the common form.; How to practise it: Finish each practice call by asking, 'Does that fully sort it, or is there anything still open?' and note whether the customer would need to call back.; Related: Repeat contact rate, Knowledge base, Escalation rate, Customer effort score (CES), Contact reason (call driver); Read next: Customer service phone trainingShort version in the sales glossary
Forecasting #: Predicting how many contacts will arrive in each interval and how long they will take, using past patterns, seasons and planned events. Errors compound into long queues or idle agents. Check the forecast against actual volume regularly and adjust for campaigns and outages.; How to practise it: Add a note to your call log when a contact came from something unusual, such as a billing run or outage, so the planners can see the cause.; Related: Workforce management (WFM), Erlang C, Service level, Intraday management, Contact reason (call driver); Read next: Call centre KPIs and training

G

Gatekeeper #: A person, often an assistant or receptionist, who controls access to the decision maker. Treat them as a colleague with a job to do, not an obstacle. Be clear about who you want, why, and what you will do next, and keep it short.; How to practise it: Practise the gatekeeper opening: your name, the person you want, one sentence on why, then a question that makes it easy for them to help.; Related: Decision maker, Cold call, Connect rate, Cadence, Voicemail drop; Read next: Getting past the gatekeeperShort version in the sales glossary

H

Hold time #: The time a customer waits on hold while an agent checks something. Long or unexplained holds raise frustration and handle time. Ask permission, say how long you expect, and return to the line to update the customer if it takes longer.; How to practise it: Practise the hold sentence: ask permission, give a time estimate, and thank the customer on your return by naming what you found.; Related: Average handle time (AHT), Talk time, Knowledge base, Customer effort score (CES); Read next: Customer service phone training

I

Interactive voice response (IVR) #: The automated menu that greets callers and lets them choose options or self-serve before reaching an agent. Long menus and dead ends push callers to hit zero. Agents often receive the caller already annoyed after a menu that did not fit their problem.; How to practise it: Practise acknowledging the menu: 'Sorry you had to go through the options, tell me what you were trying to do.' Then do not ask for what the menu collected.; Related: Automatic call distributor (ACD), Abandonment rate, Contact reason (call driver), Customer effort score (CES); Read next: Customer service phone trainingShort version in the sales glossary
Intraday management #: Adjusting staffing during the day when real volume differs from the forecast, for example by moving breaks, offering overtime or switching agents between queues. It depends on timely data from the phone system. Communicate changes early so agents can plan around them, and record the cause for the next forecast.; How to practise it: Practise a short call opening that still works after a long queue, because intraday surges are when callers arrive already frustrated.; Related: Workforce management (WFM), Schedule adherence, Forecasting, Service level; Read next: New-hire practice plan for call centres

K

Knowledge base #: A maintained library of articles, procedures and answers that agents search during a contact. Its value depends on being current, searchable and short. A stale knowledge base creates wrong answers, longer calls and repeat contacts, so assign an owner and review the most-used articles on a regular schedule.; How to practise it: Practise stating what you are doing while you search: 'I am checking the policy now, it takes me about a minute.' Silence reads as being lost.; Related: First contact resolution (FCR), Average handle time (AHT), Nesting, Contact reason (call driver), Repeat contact rate; Read next: Customer service phone training

L

Lead qualification #: Checking whether a lead is a good fit for further time, by asking about their need, who decides, timing and budget. Frameworks such as BANT or MEDDIC give structure. Qualify by asking questions that help the customer too, not by interrogating.; How to practise it: Practise slipping one qualifying question into a natural reply: 'Who else would be involved in looking at this?' Then listen for a name.; Related: Discovery call, Buying committee, Decision maker, Appointment setting, Sales development representative (SDR); Read next: Qualify a lead on a callShort version in the sales glossary

M

Mystery shopping #: Quality checks where a person or team places a call posing as a real customer and scores the handling against a standard. It shows how the centre looks from outside. Be open internally about whether it is used, and use results for coaching.; How to practise it: Treat every call as if scored: practise the greeting, verification and close on every scenario, not only on the ones you think are tested.; Related: Call monitoring, QA scorecard, Call calibration, Customer satisfaction score (CSAT), Side-by-side coaching; Read next: Call centre QA scorecard template

N

Nesting #: A bridge period after classroom training when new agents take live contacts in small numbers, with a buddy or team leader close by, before they join the full queue. Its length and call mix vary by centre. The aim is to raise confidence and lower the chance of costly early mistakes.; How to practise it: Before each nesting day, run two practice calls on the contact types the new agent will meet first, then review one moment out loud with a buddy.; Related: Ramp time, Side-by-side coaching, Call monitoring, Knowledge base, Attrition (agent turnover); Read next: New-hire practice plan for call centres
Net Promoter Score (NPS) #: A loyalty measure from one question: how likely are you to recommend us, scored 0 to 10. Scores of 9 to 10 are promoters, 0 to 6 are detractors, and 7 to 8 are passives. It tracks the relationship over time, so a single call rarely moves it much.; Formula: NPS = % promoters (9-10) - % detractors (0-6); the result runs from -100 to +100. Definitions vary; this is the common form.; How to practise it: Role-play the follow-up call to a detractor: open by thanking them for the honest score, ask one question about the reason, and agree one action.; Related: Customer satisfaction score (CSAT), Customer effort score (CES), Voice of the customer, Closed-loop feedback, Retention; Read next: NPS follow-up call scriptShort version in the sales glossary
Next step #: The specific action both sides agree at the end of a call, with a date and an owner, such as a meeting on Thursday or a document sent by noon. A call without a next step often ends in silence. Say it aloud and repeat it back.; How to practise it: Close every practice call with one sentence: what happens, who does it and by when. Check that the date is in the customer's words.; Related: Appointment setting, Callback, Follow-up; Read next: Ask for the next stepShort version in the sales glossary

O

Objection handling #: Responding to a customer's concern or resistance so that the conversation continues. It starts with listening and clarifying what the objection really is, then answering it and checking the answer landed. It is not arguing the customer out of their view.; How to practise it: Pick the objection you hear most and practise three different replies, each beginning with a question about the reason behind it.; Related: Discovery call, Talk track, Trial close, Cold call, Call coaching; Read next: How to practise objection handlingShort version in the sales glossary
Occupancy #: The share of logged-in time an agent spends actually handling contacts, including talk, hold and after-call work, as opposed to waiting for the next call. Very high occupancy leaves no recovery time between hard calls. Very low occupancy means paid time is idle.; Formula: Occupancy = (talk time + hold time + after-call work) / logged-in time available for contacts x 100. Definitions vary; this is the common form.; How to practise it: After a hard practice call, take thirty seconds to reset before the next one and notice how your first sentence changes when you skip the reset.; Related: Shrinkage, Average handle time (AHT), Service level, Erlang C, Schedule adherence; Read next: Call centre KPIs and training

P

Pause-and-resume recording #: A control that pauses call recording while a customer reads out card details, then resumes it, so sensitive payment data is not captured. The card data standard governs how such data is handled. Check your own compliance rules, because the details depend on your set-up.; How to practise it: Practise explaining the pause to the customer: why you stop recording, how long it takes and when the recording resumes.; Related: Call monitoring, Auto-fail criteria, QA scorecard, Consent to record, After-call work (ACW); Read next: Call centre QA scorecard template
Predictive dialler #: An outbound system that places several calls at once and passes the answered ones to free agents, based on a pacing algorithm. It raises the number of live conversations per hour. Set it too aggressively and some people answer to silence, which can break rules.; How to practise it: Practise starting a call the moment the line connects: your name first, then why you called, to cover the delay a dialler can add.; Related: Connect rate, Right-party contact, Cadence, Cold call; Read next: How many cold calls per day

Q

QA scorecard #: A form that turns a quality standard into scored items for a monitored call, such as greeting, verification, accuracy of information, empathy and a clear close. A good scorecard is short, observable and weights what matters most. Vague items like 'good attitude' produce arguments, not improvement.; How to practise it: Score one recorded call yourself against your team's scorecard, then compare it with the reviewer's marks and discuss only the items you scored differently.; Related: Call calibration, Auto-fail criteria, Call monitoring, Call coaching, Mystery shopping; Read next: Call centre QA scorecard template

R

Ramp time #: The time a new agent or seller needs to reach the productivity and quality the role expects. Teams define it differently, so agree the finish line first, such as a quality score or a booked-meeting rate. It is shorter when new hires practise realistic calls before going live.; How to practise it: Set a weekly practice target for new hires: three calls on the scenario that causes most escalations, each followed by one written takeaway.; Related: Nesting, Attrition (agent turnover), Side-by-side coaching, QA scorecard, Call coaching; Read next: SDR onboarding: 30-60-90 call practiceShort version in the sales glossary
Repeat contact rate #: The share of customers who contact you again about the same issue within a set window. It is the other side of first contact resolution: each repeat is a cost and a sign something was left unfixed. Pick the window and keep it stable.; Formula: Repeat contact rate = customers contacting again on the same issue within the window / customers contacted x 100. Definitions vary; this is the common form.; How to practise it: After each practice call, ask yourself what would make this customer ring again, and add one sentence to prevent it.; Related: First contact resolution (FCR), Knowledge base, Customer effort score (CES), Contact reason (call driver); Read next: Customer service phone training
Right-party contact #: A contact with the specific person you meant to reach, as opposed to someone else who answered. In collections and outreach, the right-party step often comes before any discussion. Confirm identity before sharing anything specific, and follow the local data rules.; Formula: Right-party contact rate = contacts with the intended person / dials x 100. Definitions vary; this is the common form.; How to practise it: Practise confirming you have the right person without revealing the reason for the call: 'Am I speaking with Ms Novak?' then pause.; Related: Connect rate, Cold call, Predictive dialler, Gatekeeper; Read next: Polite payment reminder call script

S

Sales development representative (SDR) #: A seller who focuses on the first stage of the process: researching prospects, making outreach, qualifying interest and booking meetings for account executives. The role depends on a high number of good calls early in the funnel. Teams define SDR and BDR roles differently, so check the local usage.; How to practise it: Run a daily short practice on your opener and your meeting ask, since those two moments decide whether the day's calls convert.; Related: Appointment setting, Cadence, Connect rate, Lead qualification, Ramp time; Read next: SDR onboarding: 30-60-90 call practice
Schedule adherence #: How closely an agent follows the planned schedule: being logged in, on break or in training at the times the plan says. It matters because forecasts assume the right number of people at the right time. Treat it as a planning aid, not a punishment tool.; Formula: Adherence = time in the scheduled state / scheduled time x 100. Definitions vary; this is the common form.; How to practise it: Practise the call-handling habit of finishing the call before the break starts: close in a sentence, summarise the agreed step, then log off.; Related: Shrinkage, Workforce management (WFM), Intraday management, Occupancy, Forecasting; Read next: New-hire practice plan for call centres
Service level #: The percentage of calls answered within a target number of seconds, with the share and the number of seconds chosen by the centre. The target is a staffing promise the centre sets for itself, not an industry rule. Definitions differ on whether abandoned calls count, so state that in any report.; Formula: Service level = calls answered within the threshold / calls offered x 100. Definitions vary; this is the common form.; How to practise it: Practise a calm first sentence for callers who waited long: acknowledge the wait once, then go straight to the problem without a long apology.; Related: Average speed of answer (ASA), Abandonment rate, Erlang C, Forecasting, Occupancy; Read next: Call centre KPIs and trainingShort version in the sales glossary
Service recovery #: What a team does to fix a failure and rebuild trust after something went wrong: acknowledge it, solve the issue, and sometimes add a gesture such as a refund or a priority follow-up. Agents need clear limits on what they can offer on the spot.; How to practise it: Practise a three-step recovery: say what went wrong in plain words, state the fix with a date, then ask whether that covers it.; Related: De-escalation, Closed-loop feedback, Net Promoter Score (NPS); Read next: Refund request call script
Shrinkage #: The share of paid time when agents are not available to take contacts, because of breaks, training, meetings, holidays, sickness and coaching. Planners add it to schedules so that the staff on the floor match the forecast. Ignoring it is a common reason service level slips.; Formula: Shrinkage = (paid time - time available for contacts) / paid time x 100. Definitions vary; this is the common form.; How to practise it: Put practice sessions in the schedule as planned shrinkage, a fixed slot each week, so training is not the first thing dropped when queues grow.; Related: Schedule adherence, Workforce management (WFM), Occupancy, Forecasting, Attrition (agent turnover); Read next: New-hire practice plan for call centres
Side-by-side coaching #: Sitting with an agent while they handle contacts, observing and giving short feedback between calls. It suits new hires and anyone learning a specific skill. The observer should pick one thing to watch and say what they saw, not every thing they noticed.; How to practise it: Agree one focus before the session, such as asking one open question before offering a fix, and hold feedback until the call has ended.; Related: Nesting, Call monitoring, Call coaching, Ramp time; Read next: Weekly call coaching for managers
Skills-based routing #: A routing rule that sends each contact to an agent trained for that topic or language, not just the next free person. It can raise first contact resolution and lower transfers. It also needs accurate skill records and enough agents holding each skill.; How to practise it: Practise the opening for a niche contact type you have been tagged for, so the first 30 seconds show you know the area.; Related: Automatic call distributor (ACD), First contact resolution (FCR), Transfer rate, Contact reason (call driver); Read next: Customer service phone training

T

Talk time #: The time an agent spends speaking with the customer, not counting hold or after-call work. Long talk time may reflect a complex issue, weak knowledge or a talkative agent. Read it with the contact reason, not as a stand-alone score.; Formula: Talk time = time connected to the customer, excluding hold and after-call work. Definitions vary; this is the common form.; How to practise it: Record a practice call and mark when you spoke and when the customer did, then look for stretches where you talked for more than a minute.; Related: Average handle time (AHT), Hold time, Talk-to-listen ratio, After-call work (ACW), Occupancy; Read next: Call centre KPIs and training
Talk track #: A set of key points and phrases for a call type that a seller or agent adapts in their own voice. Unlike a word-for-word script, it lists the moves: open, ask, handle the likely objection, close. Update it after reviewing real calls.; How to practise it: Write your talk track as five short bullets, practise it aloud, then run it against a customer who interrupts after your second point.; Related: Objection handling, Discovery call, Next step, Cold call; Read next: Call script generator
Talk-to-listen ratio #: The proportion of a call in which the agent speaks versus the customer. It helps spot calls where the seller or agent dominates. The right balance depends on the call type, so use it as a prompt for review, not a fixed target.; How to practise it: Record a practice call and compare how long you spoke before your first question. Aim to shorten that opening monologue first.; Related: Active listening, Talk time, Discovery call, Call coaching, Filler words; Read next: How to prepare for a discovery callShort version in the sales glossary
Transfer rate #: The share of handled contacts passed to another agent, team or department. Some transfers are right, such as a specialist or a supervisor. Many unplanned transfers suggest routing, knowledge or authority problems, and each one makes the customer repeat their story.; Formula: Transfer rate = contacts transferred / contacts handled x 100. Definitions vary; this is the common form.; How to practise it: Practise the handover sentence: state the customer's issue to the receiving agent in one breath so the customer never has to start again.; Related: Warm transfer, Cold transfer, Escalation rate, Customer effort score (CES), Skills-based routing; Read next: Warm transfer call script

V

Voice of the customer #: A programme that collects customers' own words from calls, surveys and complaints and uses them to guide fixes. It works when the themes reach the people who can change processes and scripts. It fails when comments are gathered, summarised in a slide, and never acted on.; How to practise it: Pick one theme you heard on three calls this week and write one sentence on how a script or process could change in response.; Related: Customer satisfaction score (CSAT), Net Promoter Score (NPS), Contact reason (call driver), Closed-loop feedback; Read next: NPS follow-up call script
Voicemail drop #: A short message left when nobody answers, either recorded live or played from a recording. It should give your name, the reason for calling and a number, said slowly. Check the rules in your market, because some regions limit recorded or automated outbound messages.; How to practise it: Practise a 20-second voicemail aloud twice: name, reason, one benefit, number said slowly. Then ask a colleague what they remembered.; Related: Cadence, Cold call, Connect rate, Gatekeeper; Read next: Cold call voicemail scripts

W

Warm transfer #: Passing a call to another person while staying on the line to introduce the customer and summarise the issue, so the customer does not repeat it. Ask the customer's permission first, brief the receiver, then leave once all three of you agree to proceed.; How to practise it: Practise a 20-second handover: customer name, what they need, what you already checked, and what you promised them. Then ask the customer to confirm.; Related: Cold transfer, Transfer rate, Customer effort score (CES), Next step; Read next: Warm transfer call scriptShort version in the sales glossary
Workforce management (WFM) #: The planning discipline that forecasts contact volume, builds schedules and manages the day so the right number of agents are available at the right time. It links forecasts, shrinkage, handle time and service targets. Good workforce management also protects time for training and coaching instead of treating it as spare capacity.; How to practise it: Ask your planner how much practice time is built in and book yours in that slot, instead of fitting it between calls.; Related: Forecasting, Shrinkage, Schedule adherence, Intraday management, Erlang C; Read next: New-hire practice plan for call centres

Terms that also appear in our shorter sales glossary link to it. Open the sales glossary

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