A to Z Glossary Of Call Center Terminology | Wrap Up Time

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What is A To Z Glossary Of Call Center Terminology?

Nowadays one of the biggest challenges to provide the best experience to positive clients, however, is having a good team of hardworking agents in place to consistently deliver the product for customer service. In that sense, contact centres industries are under more pressure than ever in terms of efficiency across all levels to the organisation.

Wrap Up Time In Call Center, is the time where agents can create the database for each and every client to whom they have discussed.To provide best customer service means customers have satisfied and repeat business and they will come up with new clients – getting it wrong or not being able to provide best support can often mean the loss of customers and loss in business too which will create a negative image of the company overall everywhere. Let’s talk about A To Z Glossary Of Call Center Terminology..

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WHAT IS THE WRAP UP TIME IN CALL CENTER?


Wrap up time in call centre:

Wrap up time in call centre is the time for post call work and to maintain a database of every client which agent spends on a call. It varies from business to business, but this is generally a manual, due to this time-consuming, and incomplete process. Wrap up time is an A To Z Glossary Of Call Center Terminology.

Even though the call with the customer has come to a conclusion, Wrap up time is still included in it.


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When the call is over and the customer is no longer available on the call, wrap time is A To Z Glossary Of Call Center Terminology still considered part of the interaction between customer and telecaller, as the agent is still working on the customer’s query or resolving their query. Wrap up time is factored into Average Handling Time.

The after-call work that agents will be in wrap time which includes logging contact reasons and outcomes and scheduling follow-ups and filling other details and similar actions, as well as updating other team members in the same CRM details.


SAFE WAYS TO REDUCE TIME ?

Now we know what impacts which wrap time gives, users who are using this Wrap up time feature will have unique ideas on how to reduce Wrap up time so that agents will get few time to get free.The after-call work that agents will be in wrap time which includes logging contact reasons and outcomes and scheduling follow-ups and filling other details and similar actions, as well as updating other team members in the same CRM details.

Now let’s discuss deep about A to Z Glossary of call centre Terminology with reference to Cloudshope:

A - Agent

An agent also known as call centre representative or tele caller who handles inbound and outbound calls of call centre.

B - Blacklist

A list of people who are considered unacceptable from admins.

C- Call Barging

Admin can enter on a live call without letting their agent and customer.

D - DID

DID stands for dedicated ID from which outbound calls will get delivered.

E - Email Notification

Admin can receive the inbound call report in CSV format on their registered mail address.

F - Fixed Policy

By using fixed policy data will get distributed in equal amounts to all agents.

G - Group List

In Groups multiple members can be added.

H - Hide number from agent

While doing call agents can not see customers number.

I -IVR

Interactive voice response used to manage inbound calls.

J - Just Dial Integration.

Cloudshope supports just dial integration with IVR.

K - Kylas Integration

Cloudshope supports Kylas integration with cloudshope’s panel.

L - Live Dashboard

For real time tracking of agent’s performance.

M - Max Call Limit

To apply a call limit on inbound calls for a particular number.

N - Notification

Notification feature will be used to send details for each incoming call by SMS, whatsapp and email.

O - Outbound Call

To connect on contacts from agents end. Just opposite of incoming.

P - Pool Policy

In pool policy data will get assigned to agents randomly.

Q - Qqueued

Queue is the waiting time to get started on the campaign.

R - Round Robin

In this policy agent will get an equal amount of calls to get connected

S - Sticky Agent

If an existing customer will call again then the call will get connected with the same agent..

T - Text to Speech

To convert the text into clip.

U - User Panel

Cloudshope provides Multiple user login option.

V - Variables

Variable based calls we can send by using smart voice call service.

W - Whatsapp Bot

A technology which allows users to communicate in real time by whatsapp.

X - X-Lite

A software which is used for desktop calling.

Y

Z - Zoho Integration

Cloudshope supports zoho integration with cloudshope panel.

WHY IS WRAP UP TIME IMPORTANT ?

• Wrap time is A To Z Glossary Of Call Center Terminology can be an important feature for a call centre as it helps to identify the time of every interaction with a client was done by a sales executive that is customer facing with the product.

• Average handling time is a measurement of your total investment of time which agent and customer has spent on call, separating Wrap up time shows the customer’s investment of time. Wrap time feature has two key benefits which is A To Z Glossary Of Call Center Terminology, The first is in ensuring the data that agents are filling into the software system is useful, while the second is in removing pressure from the agent’s mind that might negatively influence performance of every agent and gives positive results

• Talking more about this second point which is removing the pressure from an agent’s mind, let’s consider the impact which Wrap up time gives on the quality of overall work of agents. Cloudshope Technologies provides the option to their agents for Wrap up time and pacing time, pacing time will be the period of time of the connection of two calls whereas Wrap up time will be the time to fill up the details of previous connected call. Which is also known as grace time.

FINAL THOUGHTS

Wrap time is the time which follows when a customer and sales executive’s discussion ends, then the agent can fill in the details of the call, when the sales representative completes their talk . As the agent is still working on the customer’s query, wrap time is a very important part of making sales and generating revenue, we can say Wrap up time is an A To Z Glossary Of Call Center Terminology..

Wrap up time is the average handle time for many contact centres who choose auto dialer software for their call centre, hold and wrap time is used to get a main view of how much time a customer is spending to talk with the agent. Wrap up tie is an A To Z Glossary Of Call Center Terminology which is important type and internal processes of dialling the number.

If you are looking for ideas to reduce Wrap up time in call centres, think carefully about the best service providers who are providing the best solution for call centres. People can visit www.cloudshope and ask for a free trial from them. Cloudshope Technologies is providing full fledged service to their users with so many useful features. Cloudshope technology Pvt. Ltd. is using A To Z Glossary Of Call Center Terminology.

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