顧客服務英語詞彙(doc 17頁)

顧客服務英語詞彙內容提要：
abandon rate (noun phrase) = 放棄率
the percentage of customer calls that are terminated by the customer before reaching a customer service representative
Our abandon rate was 23% last year, so we increased our call center staff to shorten customers' waiting time.
activity codes (noun phrase) = 活動代碼
sequences of numbers and letters entered by an agent after a customer service interaction to categorize the customer's situation
Common problem types and information requests are assigned activity codes to help agents identify customer trends.
activity measure (noun phrase) = 活動度量
a value that is given to a step in a process as part of an evaluation procedure
At most help desks, every part of the customer service process has an activity measure to help ensure quality.
after call work (noun phrase) = 呼叫後工作
ACW; routine tasks that an agent or technician must complete interacting with a customer
After call work includes updating the customer database with the most recent information about the customer's situation.

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