顾商务英语高级词汇--顾客服务.docx

顾客服务 - 高级

abandon rate (noun phrase) = 放弃率
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.
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activity codes (noun phrase) = 活动代码
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.
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activity measure (noun phrase) = 活动度量
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.
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after call work (noun phrase) = 呼叫后工作
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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agent group (noun phrase) = 座席组
a team of customer service representatives who handle similar types of problems
The members of an agent group can share information to help them develop an in-depth understanding of one type of situation.
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agent occupancy (noun phrase) = 座席占用率
the percentage of time that a customer service representative spends actively handling contacts with customers
Agent occupancy is a good measure of the efficiency of a customer service team.
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artificial intelligence (noun) = 人工智能
AI; the part of computer development that attempts to imitate the methods that humans use to think
In the future, call systems using artificial intelligence will be able to help customers solve problems much more efficiently.
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As-Is activity model (noun phrase) = 现况活动模型
a representation that shows how a business process or procedure currently works
An As-Is activity model is extremely useful because it serves as a baseline for judging the effectiveness of changes to a process.
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顾客服务 - 高级 (2)

authorizer (noun) = 批准人
a designated individual in a customer service organization who has the power to approve time or money spent dealing with customer service requests
We have two authorizers at our help desk, the manager and the assistant manager, and one of them must approve all expenses.
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automated call (noun phrase) = 自动呼叫
a phone call that is managed entirely through technology without assistance from a human agent or technician
Some of the calls that we receive require the involvement of a person, but about 30% are handled as automated calls.
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automatic call distributor (noun phrase) = 自动呼叫分配器
ACD; phone systems that route calls or manage phone queues without human assistance
Our automatic call distributor can manage over 200 calls at a time.
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automatic number identification service (noun phrase) = 自动号码识别服务
ANIS; a system that displays the telephone number of incoming calls
Our automatic number identification service saves our agents a lot of time because they don't have to ask for the customer's telephone number.
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automatic software distribution (noun phrase) = 自动软件分发
the process of making software available to customers from a server with no human involvement
Automatic software distribution has saved our customer service department a lot of time because customers don't have to wait for us to send them the software they need.
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auxiliary work state (noun phrase) = 辅助工作状态
the time that an agent spends completing tasks that do not involve talking with customers
When an agent is filling out paperwork about a call with a customer, he or she is in an auxiliary work state.
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average handling time (noun phrase) = 平均处理时间
AHT; the mean amount of time that is required to deal with a customer service request from when the customer's call is received to closure
We saved a lot of money this year by reducing our average handling time by about 10%.
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顾客服务 - 高级 (3)

average hold time (noun phrase) = 平均持线时间
the mean amount of time that customers must wait before reaching an agent or technician
Companies that have long average hold times may have unhappy customers.
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average speed of answer (noun phrase) = 平均应答速度
ASA; the mean amount of time that passes before an agent or automatic system acknowledges a phone call
Our research showed that our average speed of answer is five seconds, but we want to reduce it to four seconds.
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branch (noun) = 分公司
a local office of a bank
My bank has a branch in my neighborhood, so it's very convenient for me.
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branch (noun) = 分支
a specific path within a decision system or tree
It was difficult to program our call system with the number of branches needed for the wide range of customer needs.
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calendar time elapsed (noun phrase) = 经过的日历时间
the period of time from the receipt of a customer service request and the satisfaction of the request
Calendar time elapsed can be quite long for requests that involve ordering parts or researching a problem.
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call back (noun phrase) = 回拨
a telephone call from a customer service department in response to a customer's service request
Good customer service departments make their call backs within 24 hours.
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call capture rate (noun phrase) = 呼叫接通率
the number of calls handled by a customer service department divided by the total number of calls, expressed as a percentage
The call capture rate is a good indicator of the efficiency of a call center.
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call category (noun phrase) = 呼叫类别
a group of calls classified by the type of problem involved
Our calls generally fall into five call categories, with software calls being the largest.
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顾客服务 - 高级 (4)

call metrics (noun phrase) = 呼叫指标
all of the statistical data about customer phone calls that a call center collects
Call centers collect a variety of call metrics, including number of calls, time spent on each call, and the time customers wait to speak to an agent.
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call processing rate (noun phrase) = 呼叫处理率
the number of calls handled by a customer service department during a specified period of time, usually an hour or a day
Our department's goal for next month is a call processing rate of 1,000 calls per day.
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call routing table (noun phrase) = 呼叫路由表
a chart which outlines where to transfer various types of customer service requests
In our call center, the call routing table is organized according to the type of problem so that software and hardware calls go to different locations.
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career pathing (noun phrase) = 职业发展途径
the process of planning the future training, development, and promotion of customer service agents and technicians
Career pathing is extremely important to motivating agents and technicians.
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case-based reasoning (noun phrase) = 基于案例的论证
the process of matching the description of a current problem with a description of a past problem that was successfully solved in order to create a list of possible solutions to the current problem
Case-based reasoning can often produce a successful solution to a problem when an agent or technician has not been able to.
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centralized support (noun phrase) = 集中支持
a customer help center in a single location that provides customer service to multiple locations
One advantage of centralized support is the efficiency of having agents and technicians able to easily share information.
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churn (noun) = 流失
the process in which customers leave one company to try the services or products of a different company
Good customer service can reduce churn and help retain customers.
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code of practice (noun phrase) = 行为规范
a guide from a professional organization associated with a particular industry
Most codes of practice include guidance on dealing with customers.
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顾客服务 - 高级 (5)

collaborative filtering (noun) = 协同过滤
the process by which a company provides recommendations for future purchases based on the customer's past purchases and on the purchases of customers who bought similar products
Using collaborative filtering, a company can often inform customers about useful products that they didn't know about.
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comparable organization (noun phrase) = 对等组织
a company or organization that provides a similar service to another company or organization
To judge a non-profit organization's customer service, it is helpful to look at how a comparable organization is performing in that area.
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computer telephony (noun phrase) = 计算机电话
hardware and software that help agents and technicians handle customer service requests
Computer telephony makes it possible for agents to handle a much larger volume of incidents.
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context-sensitive help (noun phrase) = 上下文相关的帮助
a system of assistance that provides specific advice or solutions based on the particular task that the customer is attempting
Context-sensitive help is effective because it presents the customer with a highly relevant piece of information about the customer's specific situation.
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contingency model (noun phrase) = 权变模式
a way of viewing an organization that takes into account all of the factors that form it, including organizational structure, employees, customers, and changes external to the company
The contingency model helps people understand the complex forces that shape an organization.
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continuous improvement (noun phrase) = 持续改进
eliminating waste and increasing value by constantly making products, processes, and facilities better
As part of our program of continuous improvement, we ask all of our customers to take a customer satisfaction survey so that we understand what changes they would like to see.
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cost per agent (noun phrase) = 每位座席成本
a measure of the efficiency of a call center that is the total expense of operating the call center divided by the average number of agents
A low cost per agent indicates that call center operations are not spending excessive amounts of money.
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顾客服务 - 高级 (6)

cost per call (noun phrase) = 每次呼叫成本
a measure of the efficiency of a call center that is the total expense of operating the call center divided by the total number of calls handled by the agents and technicians
Our cost per call decreased as more customers bought our products and called for technical help.
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costs and resources (noun phrase) = 成本和资源
the money, time, and staff spent delivering customer service
Accountants are responsible for accurately tracking the costs and resources used to provide customer service.
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cross-selling (noun) = 交叉销售
a sales technique in which an agent or technician uses some of the time with a customer to sell an additional product or service
Cross-selling can help a company introduce a new product to existing customers.
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customer charter (noun phrase) = 客户约章
a written statement of the services that an organization offers its customers
A customer charter is a general statement of the level of service an organization plans to provide, not a contract with individual customers.
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customer feedback (noun phrase) = 客户反馈
customer opinions that a company collects regarding the quality of a company's products, services, and customer service
Many companies use surveys and focus groups to get customer feedback.
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customer interface (noun phrase) = 客户界面
the tools that agents and technicians use to communicate with customers
We have a sophisticated customer interface that allows customers to contact us by telephone, email, fax, or through our online help pages.
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customer loyalty (noun phrase) = 客户忠诚度
a positive feeling that customers have about some companies that brings the customers back to the business repeatedly
A company must work hard to make its customers happy and develop customer loyalty.
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customer perception (noun phrase) = 客户认知度
an impression or opinion that a customer has after interacting with a company's employees
Positive customer perceptions are important to creating a satisfied customer base.
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顾客服务 - 高级 (7)

customer relationship management (noun phrase) = 客户关系管理
CRM; the procedures and tools that an organization uses to interact with customers effectively and in an organized way
Technology companies have developed extremely sophisticated customer relationship management software to track extensive information about customers.
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customer relationship management analytics (noun phrase) = 客户关系管理分析
software programs that allow organizations to analyze customer data in order to improve customer service
Customer relationship management analytics can be expensive but it is worth the price if the quality of customer service improves.
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customer rights (noun phrase) = 客户权利
a protection or privilege that a customer has by law
In some regions, customer rights are strongly protected by government regulations.
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customer service transaction (noun phrase) = 客户服务事务处理
an event in which a service deliverer provides information, a product, or a service to a customer
We have formal procedures to guide all types of customer service transactions.
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data mining (noun phrase) = 数据挖掘
the process of using sophisticated software to examine customer data in order to identify trends and tendencies
Data mining can help a company categorize problems that are reported so that the most serious are dealt with first.
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data protection legislation (noun phrase) = 数据保护法
laws that regulate the storing of personal information about customers
In many areas of the world, strong data protection legislation prevents companies from giving personal information about customers to third parties.
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decision tree (noun phrase) = 决策树
a guidance system for agents and technicians that uses a logical branching structure to indicate the next step when a customer gives a particular response
Decision trees are extremely helpful for new agents and technicians, who may not know what to do next after they get information from a customer.
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decision tree (noun phrase) = 决策树
an illustration that shows each step in a process, the possible choices and possible outcomes, and connections to other decisions
When we were planning to relocate the office, creating a decision tree helped us visualize the choices we needed to make.
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顾客服务 - 高级 (8)

disability discrimination legislation (noun phrase) = 残疾人歧视法
laws that protect people with disabilities and ensure that they receive the same customer service as other customers
Disability discrimination legislation is often complex, so customer service departments need to research the laws carefully to