Call center Definitions

  • A

    abandoned call

    An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)

  • ANI (Automatic Number Identification)

    ANI (Automatic Number Identification) is a service that provides the receiver of a telephone call with the number of the calling phone.

  • Automatic Call Distributor (ACD)

    An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.

  • automatic callback

    Automatic callback is a telephone system feature that permits a caller who gets a busy signal to instruct the system to establish the connection when the line becomes available... (Continued)

  • average handle time (AHT)

    Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

  • B

    blended agent

    A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed.

  • C

    Call Center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • call center agent (call center representative)

    A call center agent is a person who handles incoming or outgoing customer calls for a business.

  • call center schedule adherence

    Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.

  • call center shrinkage

    Call center shrinkage is a measure of how much time is lost in the call center because agents are unavailable to receive calls.

  • call logging

    Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between agents and callers.

  • callback messaging

    Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the queue.

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • click-to-callback

    Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.

  • cold calling

    Cold calling is the business practice of reaching out to a potential customer or client who has not opted into a contact list with the desire to secure support or make a sale.

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