Contact Center Jargon

This is an agent who manages both inbound and outbound calls, along with applications, as per the requirements.

measured right from the time an agent begins the interaction with the customer

Procedures adopted by a company to track the interactions between a customer and the call center agents.

is a system that automatically makes phone calls to potential customers.

This is an approach to measure the potency and quality of handling of calls by the agents.

call centers that handle large amounts of incoming emails ,therefore, it is opened and scanned for distribution

automatically dials phone numbers from a list. It helps sales and marketing teams make more calls and reach more contac

technology that allows humans to communicate with computers, either through voice or dual-tone multifrequency.

automate some or all parts of a customer call it allows call centers to use natural language, with minimum intervention

It is a technology that enables call centers to capture and record all customer and agent telephony interactions.

It is a way to identify the customer’s issue, the first time they contact a call center agent.

It consolidates customer contact methods – phone calls, emails, social media posts, etc.

responsible for budget, operation, business performance and overall direction of the call center management software

It is a competent strategy to smoothen the demand of inbound and outbound calls.

It is also known as screen pop – when customer details appear automatically on an agent’s screen

call or any other type of contact proposed to a call center but ends before any communication takes place

uses Computer Telephony Integration software to match a customer’s number and their previous call records

It is an integrated set of processes that call centers to use to optimize the productivity of its agents

particular point in time which depicts the call center´s agent status, busy, available...

particular point in time which depicts the call center´s agent status, busy, available...

It is a metric used in order to determine whether or not agents are working the amount of time they have been asked

This is a specialized phone system that handles incoming calls, also called inbound calls.

This measures the time an agent spends while speaking to a customer.

This is the person in a call center who provides additional support and technical knowledge to agents.