顾商务英语高级词汇--顾客服务

顾客服务-高级abandonrate(nounphrase)=放弃率thepercentageofcustomercallsthatareterminatedbythecustomerbeforereachingacustomerservicerepresentativeOurabandonratewas23%lastyear,soweincreasedourcallcenterstafftoshortencustomers'waitingtime.⇒未提供注释。activitycodes(nounphrase)=活动代码sequencesofnumbersandlettersenteredbyanagentafteracustomerserviceinteractiontocategorizethecustomer'ssituationCommonproblemtypesandinformationrequestsareassignedactivitycodestohelpagentsidentifycustomertrends.⇒未提供注释。activitymeasure(nounphrase)=活动度量avaluethatisgiventoastepinaprocessaspartofanevaluationprocedureAtmosthelpdesks,everypartofthecustomerserviceprocesshasanactivitymeasuretohelpensurequality.⇒未提供注释。aftercallwork(nounphrase)=呼叫后工作ACW;routinetasksthatanagentortechnicianmustcompleteinteractingwithacustomerAftercallworkincludesupdatingthecustomerdatabasewiththemostrecentinformationaboutthecustomer'ssituation.⇒未提供注释。agentgroup(nounphrase)=座席组ateamofcustomerservicerepresentativeswhohandlesimilartypesofproblemsThemembersofanagentgroupcanshareinformationtohelpthemdevelopanin-depthunderstandingofonetypeofsituation.⇒未提供注释。agentoccupancy(nounphrase)=座席占用率thepercentageoftimethatacustomerservicerepresentativespendsactivelyhandlingcontactswithcustomersAgentoccupancyisagoodmeasureoftheefficiencyofacustomerserviceteam.⇒未提供注释。artificialintelligence(noun)=人工智能AI;thepartofcomputerdevelopmentthatattemptstoimitatethemethodsthathumansusetothinkInthefuture,callsystemsusingartificialintelligencewillbeabletohelpcustomerssolveproblemsmuchmoreefficiently.⇒未提供注释。As-Isactivitymodel(nounphrase)=现况活动模型arepresentationthatshowshowabusinessprocessorprocedurecurrentlyworksAnAs-Isactivitymodelisextremelyusefulbecauseitservesasabaselineforjudgingtheeffectivenessofchangestoaprocess.⇒未提供注释。顾客服务-高级(2)authorizer(noun)=批准人adesignatedindividualinacustomerserviceorganizationwhohasthepowertoapprovetimeormoneyspentdealingwithcustomerservicerequestsWehavetwoauthorizersatourhelpdesk,themanagerandtheassistantmanager,andoneofthemmustapproveallexpenses.⇒未提供注释。automatedcall(nounphrase)=自动呼叫aphonecallthatismanagedentirelythroughtechnologywithoutassistancefromahumanagentortechnicianSomeofthecallsthatwereceiverequiretheinvolvementofaperson,butabout30%arehandledasautomatedcalls.⇒未提供注释。automaticcalldistributor(nounphrase)=自动呼叫分配器ACD;phonesystemsthatroutecallsormanagephonequeueswithouthumanassistanceOurautomaticcalldistributorcanmanageover200callsatatime.⇒未提供注释。automaticnumberidentificationservice(nounphrase)=自动号码识别服务ANIS;asystemthatdisplaysthetelephonenumberofincomingcallsOurautomaticnumberidentificationservicesavesouragentsalotoftimebecausetheydon'thavetoaskforthecustomer'stelephonenumber.⇒未提供注释。automaticsoftwaredistribution(nounphrase)=自动软件分发theprocessofmakingsoftwareavailabletocustomersfromaserverwithnohumaninvolvementAutomaticsoftwaredistributionhassavedourcustomerservicedepartmentalotoftimebecausecustomersdon'thavetowaitforustosendthemthesoftwaretheyneed.⇒未提供注释。auxiliaryworkstate(nounphrase)=辅助工作状态thetimethatanagentspendscompletingtasksthatdonotinvolvetalkingwithcustomersWhenanagentisfillingoutpaperworkaboutacallwithacustomer,heorsheisinanauxiliaryworkstate.⇒未提供注释。averagehandlingtime(nounphrase)=平均处理时间AHT;themeanamountoftimethatisrequiredtodealwithacustomerservicerequestfromwhenthecustomer'scallisreceivedtoclosureWesavedalotofmoneythisyearbyreducingouraveragehandlingtimebyabout10%.⇒未提供注释。顾客服务-高级(3)averageholdtime(nounphrase)=平均持线时间themeanamountoftimethatcustomersmustwaitbeforereachinganagentortechnicianCompaniesthathavelongaverageholdtimesmayhaveunhappycustomers.⇒未提供注释。averagespeedofanswer(nounphrase)=平均应答速度ASA;themeanamountoftimethatpassesbeforeanagentorautomaticsystemacknowledgesaphonecallOurresearchshowedthatouraveragespeedofanswerisfiveseconds,butwewanttoreduceittofourseconds.⇒未提供注释。branch(noun)=分公司alocalofficeofabankMybankhasabranchinmyneighborhood,soit'sveryconvenientforme.⇒未提供注释。branch(noun)=分支aspecificpathwithinadecisionsystemortreeItwasdifficulttoprogramourcallsystemwiththenumberofbranchesneededforthewiderangeofcustomerneeds.⇒未提供注释。calendartimeelapsed(nounphrase)=经过的日历时间theperiodoftimefromthereceiptofacustomerservicerequestandthesatisfactionoftherequestCalendartimeelapsedcanbequitelongforrequeststhatinvolveorderingpartsorresearchingaproblem.⇒未提供注释。callback(nounphrase)=回拨atelephonecallfromacustomerservicedepartmentinresponsetoacustomer'sservicerequestGoodcustomerservicedepartmentsmaketheircallbackswithin24hours.⇒未提供注释。callcapturerate(nounphrase)=呼叫接通率thenumberofcallshandledbyacustomerservicedepartmentdividedbythetotalnumberofcalls,expressedasapercentageThecallcapturerateisagoodindicatoroftheefficiencyofacallcenter.⇒未提供注释。callcategory(nounphrase)=呼叫类别agroupofcallsclassifiedbythetypeofprobleminvolvedOurcallsgenerallyfallintofivecallcategories,withsoftwarecallsbeingthelargest.⇒未提供注释。顾客服务-高级(4)callmetrics(nounphrase)=呼叫指标allofthestatisticaldataaboutcustomerphonecallsthatacallcentercollectsCallcenterscollectavarietyofcallmetrics,includingnumberofcalls,timespentoneachcall,andthetimecustome