Dennis Relojo My spot. My voice. My ramblings.

I’ve been on the call center industry for nearly four years. Well, it’s been a while… This industry, just like any other, is flooded with its own buzzwords, jargons and abbreviations. This time, let me list those shibboleths that this field has taught me.

CSR – Customer Service Representative, agent, crap talker, telephone operator
TSR – Technical Support Representative, also a CSR but techie enough to earn get a higher pay than a CSR.
TL – Team Leader; Supervisor
Account – This is the project where a call center employee is designated. A CSR who belongs to a travel account will take calls for a travel agency or an airline.
Wave – This is your batch on training.
Site- Pertains to the phyiscal location of a call center. Some call centers have more than one site.
AHT – Average Handling Time. This refers to the average time a CSR/TSR finishes a call.
SME – Subject Matter Expert; floorwalker. This refers to a tenured CSR/TSR who coaches a newbie. Most of them have attitudes because they think they are close to being supervisors.
Team Building – This refers to going out of the whole team. For some unknown reasons, teambuilding are likely to be held in Puerto Galera.
Yosi Break – Smoking time. Call center employees love to smoke. Most of them think it makes them soooo glamorous.
Ghost Call – A call wherein the person on the other end cannot be heard. Most CSR/TSR love this.
System Down – A condition that elicits so much happiness to CSR/TSR and some supervisors. This is a failure to receive a call due to system issue.
Pantry – Canteen
EOP – English Only Policy
QA – Quality Assurance. Employees who assess the calls of CSR/TSR
Petiks – Idle moments

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