Call-centre terms in Uzbek: how to say lead, script, IVR and other words
Sado AI team · · 4 min read
In short
Call-centre terms often stay in Russian or English, but each has a clear Uzbek name: kiruvchi and chiquvchi qo‘ng‘iroq (incoming and outgoing call), javobsiz qo‘ng‘iroq (missed call), qayta qo‘ng‘iroq (callback), ariza (lead), suhbat tartibi (script), ovozli menyu (IVR), avtoqo‘ng‘iroq (auto-call), xizmat darajasi (service level). Use the same words across the team and in reports, and never use internal terms with customers. Below are the glossary, the meanings and the formulas for the main metrics.
Call types and actions
New staff don’t know “AHT” or “FCR”; the manager reads reports in Russian, the staff in Uzbek. Without shared words, “missed calls went up” means something different to each person. You don’t need to invent new words to put the terms into Uzbek: most already have a plain everyday name.
| Term | In Uzbek | What it means |
|---|---|---|
| Call centre | qo‘ng‘iroqlar markazi, call-markaz | The team that takes and makes calls |
| Incoming call | kiruvchi qo‘ng‘iroq | The customer calls you |
| Outgoing call | chiquvchi qo‘ng‘iroq | You call the customer |
| Missed call | javobsiz qo‘ng‘iroq | Nobody answered |
| Callback | qayta qo‘ng‘iroq | You call the customer at an agreed time |
| Lead | ariza, qiziqqan mijoz | Someone interested who hasn’t bought yet |
| Script | suhbat tartibi, skript | What is said, in what order |
| Hold | kuttirish | The caller waits on the line while staff check |
| Transfer | boshqa xodimga ulash | The call is passed to the right person |
| IVR | ovozli menyu | The recorded “press one” menu |
| Autodialer | avtoqo‘ng‘iroq | Automatic calls to a list of numbers |
| Recording, transcript | qo‘ng‘iroq yozuvi, suhbat matni | The call audio and its word-for-word text |
Metrics for reports
| Term | In Uzbek | How to calculate |
|---|---|---|
| Service level | xizmat darajasi | Calls answered within a set time (for example 20 seconds) ÷ all incoming calls |
| Missed-call rate | javobsiz qo‘ng‘iroqlar ulushi | Missed calls ÷ all incoming calls |
| Abandoned call | navbatda uzilgan qo‘ng‘iroq | The caller waited, got no answer and hung up |
| Average handle time (AHT) | o‘rtacha suhbat vaqti | Total talk minutes ÷ number of calls |
| First call resolution (FCR) | birinchi qo‘ng‘iroqda hal qilish | Questions solved without a repeat call ÷ all questions |
| Conversion | sotuvga aylangan ulush | Customers who bought ÷ all leads |
For example, 400 incoming calls in a day, 320 answered within 20 seconds: service level 320 ÷ 400 = 80%. The numbers are only an example.
Which words to use with customers
Terms are internal language. With customers, use plain words:
- Not “your lead” but “your request” (arizangiz).
- Not “the script says I must tell you”: just tell them.
- Not “I’ll put you on hold” but “One moment, I’ll check” (Bir daqiqa, qarab beraman).
- Not “I’ll do a transfer” but “I’ll put you through to a colleague” (Hamkasbimga ulayman).
- Not “we’ll do a callback” but “we’ll call you back” (O‘zimiz qayta qo‘ng‘iroq qilamiz).
One glossary for the whole team
- Take this table and choose the words your company uses: for example “lead” or “ariza”.
- Fix one name per term and use only that in reports, the CRM and the staff chat.
- Give the glossary to every new hire on day one.
- Calculate metrics every week with the same formula, so weeks can be compared.
These words in the Sado portal
The Sado portal uses plain Uzbek names: «Qo‘ng‘iroqlar» (Calls) holds each call’s recording, transcript, collected answers and cost; «Arizalar» (Requests) lists interested customers; «Avtoqo‘ng‘iroqlar» (Auto-calls) runs outgoing calls to a list; «Yordamchi» (Assistant) answers your questions about calls. Talked minutes are the only thing Sado charges for: 800 so‘m a minute, no monthly fee.
More: common questions, incoming calls and auto-calls. On missed calls: how to reduce missed calls. Try it live or call 78 778 01 23.
Questions
What is “lead” in Uzbek?
Usually “ariza” (request) or “qiziqqan mijoz” (interested customer): someone who left their number but hasn’t bought yet. In the Sado portal this section is called «Arizalar».
What’s the difference between incoming and outgoing calls?
On an incoming call the customer calls you; on an outgoing call you call the customer. They have different goals, scripts and metrics.
Can reports keep the Russian terms?
Yes, if the whole team understands them the same way. What matters is one word and one formula per idea.
How is IVR different from an AI operator?
IVR is a recorded message with a keypad menu: “Press one”. An AI operator talks with the caller live, answers questions and records the details.