{"id":1938,"date":"2026-04-16T07:41:57","date_gmt":"2026-04-16T07:41:57","guid":{"rendered":"https:\/\/jsm.co.id\/?p=1938"},"modified":"2026-04-16T07:41:59","modified_gmt":"2026-04-16T07:41:59","slug":"mengenal-istilah-istilah-penting-di-dunia-contact-center","status":"publish","type":"post","link":"https:\/\/jsm.co.id\/en\/2026\/04\/16\/mengenal-istilah-istilah-penting-di-dunia-contact-center\/","title":{"rendered":"Mengenal Istilah-Istilah Penting di Dunia Contact Center"},"content":{"rendered":"<div class=\"wp-block-stackable-text stk-block-text stk-block stk-4716c6c\" data-block-id=\"4716c6c\"><p class=\"stk-block-text__text has-text-align-justify\">Tujuan utama contact center adalah, untuk menawarkan kepada pelanggan dukungan teknis, layanan pelanggan, dan bantuan penjualan yang efisien dan efektif. Contact center penting karena bisnis memiliki berbagai saluran komunikasi sudah familiar mereka gunakan, tidak hanya melalui telepon.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-074c303\" data-block-id=\"074c303\"><p class=\"stk-block-text__text has-text-align-justify\">Contact center atau pusat kontak adalah layanan yang mendukung perusahaan untuk berinteraksi langsung dengan pelanggan melalui berbagai saluran. Contohnya, email, terlepon, situs web, media social, whatsapp, chatbot, live chat, aplikasi, dan lainnya. Saat ini, contact center mengadopsi teknologi berupa otomatisasi AI, dan bot. Perkembangan teknologi contact center semakin maju karena untuk memenuhi harapan pelanggan terhadap layanan yang disediakan oleh pelaku bisnis.&nbsp;<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-6d08005\" data-block-id=\"6d08005\"><p class=\"stk-block-text__text has-text-align-justify\">Berikut adalah istilah-istilah umum yang terdapat dalam dunia contact center yang wajib kita ketahui apalagi untuk yang bekerja sebagai contact center agent.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-75770cf\" data-block-id=\"75770cf\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>TL<\/strong>: Team Leader, merupakan orang yang bertanggung jawab terhadap agent-agent. Seorang TL biasanya memimpin satu project di perusahaannya.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-32b791a\" data-block-id=\"32b791a\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Project<\/strong>: Agenda atau proyek tertentu dari perusahaan ketiga yang menyewa jasa contact center.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-f3e6064\" data-block-id=\"f3e6064\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Inbound Call:<\/strong> adalah panggilan telepon yang dilakukan oleh pelanggan ke customer service, call center.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-430d698\" data-block-id=\"430d698\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Outbound Call:<\/strong> adalah layanan panggilan dari agent call center ke pelanggan atau prospek potensial. Panggilan ini dilakukan secara proaktif oleh agent contact center, bukan menunggu panggilan masuk dari pelanggan.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-9e49ea6\" data-block-id=\"9e49ea6\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Online<\/strong>: keadaan ketika pelanggan sedang berbicara dengan pelanggan melalui telepon atau media komunikasi lain di Omnnichannel.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-d94edd0\" data-block-id=\"d94edd0\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Queue<\/strong>: keadaan ketika pelanggan sedang menghubungi call center namun terdengar nada sibuk. Pelanggan akan dipersilahkan untuk menunggu sampai berhasil berbicara dengan seorang agent. Biasanya, seorang agent akan mengetahui status queueing dengan melihat layer panduan.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-5357367\" data-block-id=\"5357367\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Abandon Call:<\/strong> pelanggan yang gagal terhubung dengan agent, hal ini dapat disebabkan karena pelanggan menghubungi agent ketika jaringan telepon sedang sibuk dan ia memutuskan untuk menutup telepon. Status abandon call ini merugikan agent karena berpengaruh terhadap penilaian.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-5fdb4b4\" data-block-id=\"5fdb4b4\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Call Back:<\/strong> kondisi dimana seorang agent harus menghubungi pelanggan yang gagal terhubung sebelumnya<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-6f39a6e\" data-block-id=\"6f39a6e\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Prank Call<\/strong>: telepon usil yang dilakukan oleh pelanggan atau telepon salah sambung<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-af7207b\" data-block-id=\"af7207b\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Mysterious Call<\/strong>: telepon masuk yang berasal dari perusahaan dan berpura-pura menjadi pelanggan untuk menggunakan jasa call center dengan tujuan melakukan evaluasi kemampuan\/keterampilan agent.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-c113538\" data-block-id=\"c113538\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Achievement<\/strong>: pencapaian penilaian kualitas seorang agent setiap bulan.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-2359935\" data-block-id=\"2359935\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Create-tickets<\/strong>: merupakan hal yang dilakukan seorang agent setelah berbicara dengan pelanggan melalui jaringan telepon. Biasanya agent akan membuat tiket di sistem yang telah tersedia jika terdapat keluhan pelanggan yang tidak bisa diselesaikan dalam panggilan telepon yang telah dilakukan pelanggan ke agent contact center. Untuk agent inbound, kegiatan ini dilakukan sambal berbicara dengan pelanggan.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-93bdf62\" data-block-id=\"93bdf62\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Hold<\/strong>: keadaan ketika seorang agent membutuhkan waktu untuk mencari informasi lebih akurat sehingga meminta waktu untuk \u201cmenunggu\u201d kepada pelanggan.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-38f8cf7\" data-block-id=\"38f8cf7\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Talk Time:<\/strong> durasi ketika seorang agent berbicara dengan pelanggan, semakin pendek durasi semakin baik karena dapat mengurangi abandon call.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-453b413\" data-block-id=\"453b413\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Voice recording<\/strong>: merupakan rekaman percakapan antara agent dengan pelanggan. Beberapa perusahaan penyedia layanan call center mengingatkan kepada pelanggan jika pembicaraan mereka sedang direkam. Rekaman ini nanti akan di putar kembali oleh Team Leader atau pihak ketiga penyewa jasa untuk menilai kualitas agent.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-557f7f4\" data-block-id=\"557f7f4\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Smiling Voice<\/strong>: suara yang terdengar tersenyum. Seorang agent harus memberikan kesan pertama yang baik kepada pelanggannya dengan \u2018merasa gembira\u2019 saat menjawab telepon dari pelanggan.<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-12293e2\" data-block-id=\"12293e2\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Shifting<\/strong>: jadwal bekerja team contact center karena mereka tidak bekerja sesuai office hour seperti orang kantoran pada umumnya melainkan dibagi dalam beberapa shift berdasarkan jam operasional yang di tentukan oleh perusahaan untuk dapat melayani pelanggan.&nbsp;<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-cb177dd\" data-block-id=\"cb177dd\"><p class=\"stk-block-text__text has-text-align-justify\"><strong>Customer Satisfaction (CSAT)<\/strong>: adalah tingkat kepuasan pelanggan terhadap layanan yang diterima dari contact center.&nbsp;<\/p><\/div>\n\n\n\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-745793f\" data-block-id=\"745793f\"><p class=\"stk-block-text__text has-text-align-justify\">Memahami istilah-istilah ini penting bagi siapa saja yang terlibat dalam operasi contact center. Dengan pengetahuan ini, perusahaan dapat meningkatkan efisiensi operasional, memberikan layanan pelanggan yang lebih baik, dan meningkatkan kepuasan serta loyalitas pelanggan. Dengan memahami istilah-istilah tersebut, perusahaan akan bisa menyediakan layanan call center yang berkualitas, efektif, dan efisien. Jika anda ingin meningkatkan kualitas call center anda, gunakanlah BPO Contact center dari Jaring Synergi Mandiri.BPO contact center dari Jaring Synergi Mandiri adalah solusi efektif dan efisien untuk menjaga bisnis tetap terhubung dengan pelanggan guna meningkatkan kepuasan dan loyalitas pelanggan dengan beragam layanan. Hubungi kami<strong> <\/strong>di nomor 021-29292929 atau dengan mengirimkan whatsapp ke nomor 0838 2554 1617<\/p><\/div>","protected":false},"excerpt":{"rendered":"<p>Tujuan utama contact center adalah, untuk menawarkan kepada pelanggan dukungan teknis, layanan pelanggan, dan bantuan penjualan yang efisien dan efektif. Contact center penting karena bisnis memiliki berbagai saluran komunikasi sudah familiar mereka gunakan, tidak hanya melalui telepon. Contact center atau pusat kontak adalah layanan yang mendukung perusahaan untuk berinteraksi langsung dengan pelanggan melalui berbagai saluran. [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":1939,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1938","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artikel"],"blocksy_meta":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Mengenal Istilah-Istilah Penting di Dunia Contact Center - Business Process Outsourcing | Jaring Synergi Mandiri<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jsm.co.id\/en\/2026\/04\/16\/mengenal-istilah-istilah-penting-di-dunia-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mengenal Istilah-Istilah Penting di Dunia Contact Center - Business Process Outsourcing | Jaring Synergi Mandiri\" \/>\n<meta property=\"og:description\" content=\"Tujuan utama contact center adalah, untuk menawarkan kepada pelanggan dukungan teknis, layanan pelanggan, dan bantuan penjualan yang efisien dan efektif. Contact center penting karena bisnis memiliki berbagai saluran komunikasi sudah familiar mereka gunakan, tidak hanya melalui telepon. Contact center atau pusat kontak adalah layanan yang mendukung perusahaan untuk berinteraksi langsung dengan pelanggan melalui berbagai saluran. 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