What is NHT in BPO?
What is NHT in BPO?
New-hire training (NHT) is your prime opportunity to engage new employees, to help them understand the critical nature of their jobs and the mysteries of call center operations, and to help them feel connected to the company and a part of their team.
What is AHT in BPO?
Average Handle Time (AHT) is the average duration of the entire customer call transaction, from the time the customer initiates the call to ending the call, including all hold times and transfers, as well as after call work.
What is Ogt in BPO?
OGT Full Form is Overseas General Trading.
What is a Ogt?
Original Gangster Tool, someone who claims to have been a fan of rock/metal band Tool since the beginning; term appears in Tool’s 1996 song “Hooker with a Penis” OG: Original Gangster (Original Gangster Thug), a 1991 album by Ice-T.
What is the role of WFM in BPO?
And that’s where workforce management (WFM) for call centers comes in. In the simplest terms, WFM is a set of processes designed to achieve and maintain operational efficiency by ensuring that the right number of agents, with the right skill sets, are staffed at the right time.
How is SLA calculated in BPO?
The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100. (For example you have 5000 calls offered during a month and 4250 are answered within Y seconds: (4250/5000) * 100 = 85. So the desired Service Level was well met.
What is SLA full form?
A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology vendor contract.
What does SLA mean in school?
Second-language acquisition (SLA), sometimes called second-language learning — otherwise referred to as L2 (language 2) acquisition, is the process by which people learn a second language.
What is SLA recruitment?
Service-level agreements, or SLAs, are simply formal written agreements between recruiters and hiring managers that spell out the expectations and the responsibilities of each party in the recruitment and hiring process.
Why is SLA important?
An SLA can provide peace of mind to the client. They have a contract they can refer to that allows them to hold their service provider accountable and details exactly the type of service they expect. If agreed upon needs aren’t met, they can mitigate some of the impacts by monetary compensation through their provider.
How do you classify P1 and P2 incidents?
Depending on the impact and urgency, a major incident will be categorized as a P1 or P2. Incident Coordinators utilize a priority matrix to determine the appropriate impact and urgency. All P1 tickets are considered major incidents. P2 tickets are considered major if the impact is “multiple groups” or “campus.”
What is P1 ticket?
P1, P2 etc stands for the number of Passengers in the given reserved ticket, here it means that the lone passenger in the reserved ticket, has got a confirmed status of ticket, after chart preparation. S3 stands for the coach in which you are provided reservation and 18 is the seat number.