9 Acronyms Commonly Used in a Call Center

9 Acronyms Commonly Used in a Call Center

Every industry has certain acronyms or abbreviations that every employee must be aware of. Hence it is necessary to know some (if not all) of these acronyms because they are related to the rules and policies of the company and avoiding these acronyms may lead to dire consequences.

9 Acronyms Commonly Used in a Call Center
9 Acronyms Commonly Used in a Call Center

1. IJP:

IJP stands for Internal Job Position. Every call center has an employee growth platform. Every company, especially in BPO, prefers to promote internal employees instead of hiring employees from outside due to cost savings and other factors, hence float the vacant job position every quarterly or half yearly this process is known as Internal Job Position.

"Every agent or customer representative should be aware of this world."

2. SME:

SME is a commonly known word in Call centers. SME stands for "Subject Matter Expert". This position is often assumed to be the first ladder of leadership for any agent.

The role of an SME plays an important role in any call center as an SME supports the new process experts as well as the team leader in almost every task. In simple words, an SME call center serves to bridge the gap between agents and team leaders.

You can check out the full blog by clicking on the below link :

SME and its role in the call center 

3. RNR:

RNR is an abbreviation of "Rewards and Recognition". The motto of these programs is to recognize talent and motivate employees. 

Though RNR programs are part of the culture of every company irrespective of the industry, especially in call centers, where the work culture is assumed to be toxic and hectic, these types of programs play an important role to rejuvenate and motivate employees.

Often, every company conducts an RNR program quarterly or half-yearly.

Read More: RNR and benefits of conducting RNR

4. PIP:

PIP stands for Performance Improvement Plan.  This is a letter that is served to the employee who is not performing well and not meeting goals and the company's expectations. As the name implies this is basically an improvement program that can be implemented for a bottom-quartile agent to improve performance. Under this program, a PIP letter will be issued 3 times if despite all the attempts and actions if the agent is not able to improve the performance. The 3rd and final PIP letter can lead to termination.

In a few organizations, the PIP term can be used interchangeably with CAP i.e Corrective Action Policy 

"PIP letters can be documented to anyone across all levels."

Read More: What is PIP in a call center

5. ZTP:

The one acronym that every call center agent must know is ZTP and those who are aware of the acronym must want to stay out of this😁.

ZTP is an acronym for Zero Tolerance Policy. There are several instances that can lead to ZTP and a few of them are pointed below:

  • Not following the rules and regulations of the organization
  • Detection of Fraudulent activities.
  • False identity and fake education and professional certificates.
  • Culprit under  POSCH Act.
  • Policy breach of DPA (Data Protection Act)

.... and the list goes on.

6. RCA:

RCA is an acronym for Root Cause Analysis. This acronym is used in every industry. Especially in BPO, where there is a high call volume of customers and whenever there is a sudden dip in any performance metrics or on a specific day or interval if the performance is significantly dropped as compared to other intervals then the client may ask for the analysis of the probable causes of the plunge in performance.

The process of doing the analysis on each and every aspect is known as RCA or Root Cause Analysis.

7. POA:

POA is an abbreviation for Plan of Action. This term is commonly used between the client and the leadership team of BPO. When the performance of any process is not going well or any agent group is performing poorly, then the client or management may ask for a plan of action from the process leading to improve the performance.

Generally, an idle POA contains "the steps that will be taken by the process leader and other departments to improve the performance of experts along with weekly glide path".

8. RAG:

RAG is an abbreviation for "Red", "Amber", and "Green". In BPO, RAG analysis is also commonly known as EWS i.e Early Warning System. RAG or EWS is an attrition analysis where team leaders have to prepare a report for their respective teams about the possibility of agent attrition. During the analysis, every agent is categorized in 3 colors i.e Red, Amber, and Green.

Below is what every color indicates in the RAG analysis:

RED color: "Agents who are certainly going to leave next month".

AMBER color: " Agents who may leave but skeptical.

GREEN color: "Agents would not leave the organization"

For more information, you can explore the detailed blog on RAG analysis in a call center 

9. RNP:

RNP is one of the important acronyms across all industries. RNP is an abbreviation for Rewards and Penalties. Every BPO works on contractual terms with the client. The contract, apart from policy and procedures also mentioned the metrics and targets that BPO has to achieve. 

In case of over-achievement or underachievement of the target, the client may offer some rewards or impose some penalties on the BPO. 

For a detailed article on RNP, you can click the link:

RNP in call center ?


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