B
B2B Also often referred to as Business to Business, the term represents contact made to/from another business BSC Also often referred to as Balanced Scorecard, is a performance tool designed under certain strategy in order to maintain a semi-standard structured report. The report is proven through automation tools and designed methods and is used by […]
C
CaaS Full term: Communication as a Service. Providing telecom services such as SMS as an internet-based service Calibrate Scoring agents according to their performance by standardizing the call center goals Call Also often referred to as Transaction or Customer Contact, it refers to any type of contact such as telephone calls, web calls and video […]
D
Data Direct Call Routing A feature of ACD that can process calls automatically in accordance to an information database stored in a separate system Data Mining Detection of associations and trends in a set of customer data, automatically Database A collection of data organized and structured in certain fashion so that the information of use […]
E
E911 Also often referred to as Enhanced-911; a system of North American telecommunications services that automatically notes the physical address of the caller and routes the call to the closest Public Safety Answering Point (PSAP) Enquiry Also oft mentioned as Inquiry; seeking help from an organization by the customer, regarding its products or services Envelope […]
F
Facsimile Also often termed as Fax, communication through telephone line in the form of coded text, imagery etc Fast Clear Down Immediate disconnection of caller as an announcement is made Fax on Demand A system that required dialing of fax number on the phone dial pad to receive information through an email Fax Over IP […]
G
G.729 The use of conjugate-structure algebraic-code- excited linear prediction (CS-ACELP) to code speech at 8 kbits or compress digital voice at 10 milliseconds duration Gate Also often referred to as Agent Gate or Split; a group of agents with similarity of skills Gateway One point of a network allowing access to another network Global System […]
H
H.323 Recommendation provided by Telecommunication Standardization Sector (ITU-T) defining protocol sessions for audio-visual communication on various packet networks Handle Time A sum of time spent in the call and that spent after-call work Handled Calls The number of calls handled by the agents excluding abandoned calls Handset A device held by the user and placed […]
I
Imaging A system used for scanning and gathering together documents electronically Incoming Call Center Management The ability to deploy the right supporting sources and number of skilled people at the right place and at the right time to handle the workload forecasted earlier Inquiry Seeking help from an organization by the customer, regarding its products […]
J
Judgmental Forecast A basis usually used for making executive decisions using instinct to predict what may happen Junk Fax Unwanted information received through a fax machine
K
Key Performance Indicator KPI; the factors regulated by a management team evaluating the performance of an agent or a team of agents Key Telephone System An arrangement of telephone sets with complete circuitry and wiring allowing more than one telephone line to be ended on a single telephone instrument Knowledge Management Performance factors accounting towards […]
