Share Your Work Load with Qualified and Experienced Virtual Assistant
'Emenac Call Center Services' works to increase company goodwill using various communication techniques including proficient inbound and outbound calling
"Glossary of Custom Contact Center and Call Center Terms, Abbreviations and Vocabulary"
Occupancy
Also often referred to as Percent Utilization; percentage of time spent in handling incoming calls in comparison to time spent sitting idle; formula = (workload hours / staff hours)
Off The Shelf
System or software programs that can be used without needing further development or modification
Offered Calls
The effort made by a caller to get to a contact center and may remain answered or receive a busy signal. The caller can also hang up
Off-Peak
Outside the peak-hours or hours of heaviest use; during off-peak hours, calls are charged for low
Offshore Outsourcing
Using outsourced services from other countries
Oldest Call
Also often referred to as Longest Delay in Queue (LDQ) or Longest Delay; the longest time span for which a caller waits in queue before disconnecting or connecting to an agent
Operating Time
The time taken for an agent to make a call and get connected
Operator
Also often referred to as Agent; customer service representative who takes care of incoming calls and messages
Outbound
A contact center operating in regards to outgoing calls as opposed to incoming calls
Outsourcer
A company that gives BPO or outsourcing services to other businesses
Outsourcing
Handling of call center tasks to third parties which specialize in these tasks
Overflow
Callers moving from one group to another