顾客服务英语词汇.docx

顾客服务英语词汇.docx

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顾客服务英语词汇

顾客服务-高级

abandonrate（nounphrase）=放弃率

thepercentageofcustomercallsthatareterminatedbythecustomerbeforereachingacustomerservicerepresentative

Ourabandonratewas23%lastyear,soweincreasedourcallcenterstafftoshortencustomers'waitingtime.

⇒未提供注释。

activitycodes（nounphrase）=活动代码

sequencesofnumbersandlettersenteredbyanagentafteracustomerserviceinteractiontocategorizethecustomer'ssituation

Commonproblemtypesandinformationrequestsareassignedactivitycodestohelpagentsidentifycustomertrends.

⇒未提供注释。

activitymeasure（nounphrase）=活动度量

avaluethatisgiventoastepinaprocessaspartofanevaluationprocedure

Atmosthelpdesks,everypartofthecustomerserviceprocesshasanactivitymeasuretohelpensurequality.

⇒未提供注释。

aftercallwork（nounphrase）=呼叫后工作

ACW。

routinetasksthatanagentortechnicianmustcompleteinteractingwithacustomer

Aftercallworkincludesupdatingthecustomerdatabasewiththemostrecentinformationaboutthecustomer'ssituation.

⇒未提供注释。

agentgroup（nounphrase）=座席组

ateamofcustomerservicerepresentativeswhohandlesimilartypesofproblems

Themembersofanagentgroupcanshareinformationtohelpthemdevelopanin-depthunderstandingofonetypeofsituation.

⇒未提供注释。

agentoccupancy（nounphrase）=座席占用率

thepercentageoftimethatacustomerservicerepresentativespendsactivelyhandlingcontactswithcustomers

Agentoccupancyisagoodmeasureoftheefficiencyofacustomerserviceteam.

⇒未提供注释。

artificialintelligence（noun）=人工智能

AI。

thepartofcomputerdevelopmentthatattemptstoimitatethemethodsthathumansusetothink

Inthefuture,callsystemsusingartificialintelligencewillbeabletohelpcustomerssolveproblemsmuchmoreefficiently.

⇒未提供注释。

As-Isactivitymodel（nounphrase）=现况活动模型

arepresentationthatshowshowabusinessprocessorprocedurecurrentlyworks

AnAs-Isactivitymodelisextremelyusefulbecauseitservesasabaselineforjudgingtheeffectivenessofchangestoaprocess.

⇒未提供注释。

顾客服务-高级

（2）

authorizer（noun）=批准人

adesignatedindividualinacustomerserviceorganizationwhohasthepowertoapprovetimeormoneyspentdealingwithcustomerservicerequests

Wehavetwoauthorizersatourhelpdesk,themanagerandtheassistantmanager,andoneofthemmustapproveallexpenses.

⇒未提供注释。

automatedcall（nounphrase）=自动呼叫

aphonecallthatismanagedentirelythroughtechnologywithoutassistancefromahumanagentortechnician

Someofthecallsthatwereceiverequiretheinvolvementofaperson,butabout30%arehandledasautomatedcalls.

⇒未提供注释。

automaticcalldistributor（nounphrase）=自动呼叫分配器

ACD。

phonesystemsthatroutecallsormanagephonequeueswithouthumanassistance

Ourautomaticcalldistributorcanmanageover200callsatatime.

⇒未提供注释。

automaticnumberidentificationservice（nounphrase）=自动号码识别服务

ANIS。

asystemthatdisplaysthetelephonenumberofincomingcalls

Ourautomaticnumberidentificationservicesavesouragentsalotoftimebecausetheydon'thavetoaskforthecustomer'stelephonenumber.

⇒未提供注释。

automaticsoftwaredistribution（nounphrase）=自动软件分发

theprocessofmakingsoftwareavailabletocustomersfromaserverwithnohumaninvolvement

Automaticsoftwaredistributionhassavedourcustomerservicedepartmentalotoftimebecausecustomersdon'thavetowaitforustosendthemthesoftwaretheyneed.

⇒未提供注释。

auxiliaryworkstate（nounphrase）=辅助工作状态

thetimethatanagentspendscompletingtasksthatdonotinvolvetalkingwithcustomers

Whenanagentisfillingoutpaperworkaboutacallwithacustomer,heorsheisinanauxiliaryworkstate.

⇒未提供注释。

averagehandlingtime（nounphrase）=平均处理时间

AHT。

themeanamountoftimethatisrequiredtodealwithacustomerservicerequestfromwhenthecustomer'scallisreceivedtoclosure

Wesavedalotofmoneythisyearbyreducingouraveragehandlingtimebyabout10%.

⇒未提供注释。

顾客服务-高级（3）

averageholdtime（nounphrase）=平均持线时间

themeanamountoftimethatcustomersmustwaitbeforereachinganagentortechnician

Companiesthathavelongaverageholdtimesmayhaveunhappycustomers.

⇒未提供注释。

averagespeedofanswer（nounphrase）=平均应答速度

ASA。

themeanamountoftimethatpassesbeforeanagentorautomaticsystemacknowledgesaphonecall

Ourresearchshowedthatouraveragespeedofanswerisfiveseconds,butwewanttoreduceittofourseconds.

⇒未提供注释。

branch（noun）=分公司

alocalofficeofabank

Mybankhasabranchinmyneighborhood,soit'sveryconvenientforme.

⇒未提供注释。

branch（noun）=分支

aspecificpathwithinadecisionsystemortree

Itwasdifficulttoprogramourcallsystemwiththenumberofbranchesneededforthewiderangeofcustomerneeds.

⇒未提供注释。

calendartimeelapsed（nounphrase）=经过的日历时间

theperiodoftimefromthereceiptofacustomerservicerequestandthesatisfactionoftherequest

Calendartimeelapsedcanbequitelongforrequeststhatinvolveorderingpartsorresearchingaproblem.

⇒未提供注释。

callback（nounphrase）=回拨

atelephonecallfromacustomerservicedepartmentinresponsetoacustomer'sservicerequest

Goodcustomerservicedepartmentsmaketheircallbackswithin24hours.

⇒未提供注释。

callcapturerate（nounphrase）=呼叫接通率

thenumberofcallshandledbyacustomerservicedepartmentdividedbythetotalnumberofcalls,expressedasapercentage

Thecallcapturerateisagoodindicatoroftheefficiencyofacallcenter.

⇒未提供注释。

callcategory（nounphrase）=呼叫类别

agroupofcallsclassifiedbythetypeofprobleminvolved

Ourcallsgenerallyfallintofivecallcategories,withsoftwarecallsbeingthelargest.

⇒未提供注释。

顾客服务-高级（4）

callmetrics（nounphrase）=呼叫指标

allofthestatisticaldataaboutcustomerphonecallsthatacallcentercollects

Callcenterscollectavarietyofcallmetrics,includingnumberofcalls,timespentoneachcall,andthetimecustomerswaittospeaktoanagent.

⇒未提供注释。

callprocessingrate（nounphrase）=呼叫处理率

thenumberofcallshandledbyacustomerservicedepartmentduringaspecifiedperiodoftime,usuallyanhouroraday

Ourdepartment'sgoalfornextmonthisacallprocessingrateof1,000callsperday.

⇒未提供注释。

callroutingtable（nounphrase）=呼叫路由表

achartwhichoutlineswheretotransfervarioustypesofcustomerservicerequests

Inourcallcenter,thecallroutingtableisorganizedaccordingtothetypeofproblemsothatsoftwareandhardwarecallsgotodifferentlocations.

⇒未提供注释。

careerpathing（nounphrase）=职业发展途径

theprocessofplanningthefuturetraining,development,andpromotionofcustomerserviceagentsandtechnicians

Careerpathingisextremelyimportanttomotivatingagentsandtechnicians.

⇒未提供注释。

case-basedreasoning（nounphrase）=基于案例的论证

theprocessofmatchingthedescriptionofacurrentproblemwithadescriptionofapastproblemthatwassuccessfullysolvedinordertocreatealistofpossiblesolutionstothecurrentproblem

Case-basedreasoningcanoftenproduceasuccessfulsolutiontoaproblemwhenanagentortechnicianhasnotbeenableto.

⇒未提供注释。

centralizedsupport（nounphrase）=集中支持

acustomerhelpcenterinasinglelocationthatprovidescustomerservicetomultiplelocations

Oneadvantageofcentralizedsupportistheefficiencyofhavingagentsandtechniciansabletoeasilyshareinformation.

⇒未提供注释。

churn（noun）=流失

theprocessinwhichcustomersleaveonecompanytotrytheservicesorproductsofadifferentcompany

Goodcustomerservicecanreducechurnandhelpretaincustomers.

⇒未提供注释。

codeofpractice（nounphrase）=行为规范

aguidefromaprofessionalorganizationassociatedwithaparticularindustry

Mostcodesofpracticeincludeguidanceondealingwithcustomers.

⇒未提供注释。

顾客服务-高级（5）

collaborativefiltering（noun）=协同过滤

theprocessbywhichacompanyprovidesrecommendationsforfuturepurchasesbasedonthecustomer'spastpurchasesandonthepurchasesofcustomerswhoboughtsimilarproducts

Usingcollaborativefiltering,acompanycanofteninformcustomersaboutusefulproductsthattheydidn'tknowabout.

⇒未提供注释。

comparableorganization（nounphrase）=对等组织

acompanyororganizationthatprovidesasimilarservicetoanothercompanyororganization

Tojudgeanon-profitorganization'scustomerservice,itishelpfultolookathowacomparableorganizationisperforminginthatarea.

⇒未提供注释。

computertelephony（nounphrase）=计算机电话

hardwareandsoftwarethathelpagentsandtechnicianshandlecustomerservicerequests

Computertelephonymakesitpossibleforagentstohandleamuchlargervolumeofincidents.

⇒未提供注释。

context-sensitivehelp（nounphrase）=上下文相关的帮助

asystemofassistancethatprovidesspecificadviceorsolutionsbasedontheparticulartaskthatthecustomerisattempting

Context-sensitivehelpiseffectivebecauseitpresentsthecustomerwithahighlyrelevantpieceofinformationaboutthecustomer'sspecificsituation.

⇒未提供注释。

contingencymodel（nounphrase）=权变模式

awayofviewinganorganizationthattakesintoaccountallofthefactorsthatformit,includingorganizationalstructure,employees,customers,andchangesexternaltothecompany

Thecontingencymodelhelpspeopleunderstandthecomplexforcesthatshapeanorganization.

⇒未提供注释。

continuousimprovement（nounphrase）=持续改进

eliminatingwasteandincreasingvaluebyconstantlymakingproducts,processes,andfacilitiesbetter

Aspartofourprogramofcontinuousimprovement,weaskallofourcustomerstotakeacustomersatisfactionsurveysothatweunderstandwhatchangestheywouldliketosee.

⇒未提供注释。

costperagent（nounphrase）=每位座席成本

ameasureoftheefficiencyofacallcenterthatisthetotalexpenseofoperatingthec