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"Glossary of Custom Contact Center and Call Center Terms, Abbreviations and Vocabulary"
Talk Time
Also often referred to as Direct Call Processing; the amount of time measured from the greeting till the call is disconnected
TAPI
Telephone Applications Programing Interface; a Microsoft Windows API that integrates the telephones with the PCs that are running Microsoft Windows
Tele Worker
Also often referred to as Virtual Agents or Home Worker; workers working for a call center without being physically located on the site
Telecommunications
Communication that takes place via telephones
Telecommuting
Ability of telephones of computer systems that allows workers to communicate with the office whilst working from home
Teleconferencing
Ability of telecom systems that allows several individuals to talk to one another from distanced locations
Telemarketing
Inbound or outbound sales perfumed through telephonic communication
Telephone Service Factor
Also often referred to as Service Level; the percentage of calls take within certain threshold
Telephony
Transmission of data or sound between distanced localities
TSAPI
Telephone Service Application Programming Interface; a computer telephony integrations standard released and promoted by AT&T and Novell consisting of call logging, voice mail, call switching and other features using Netware servers
TTS
Text to Speech; playing text as a spoken voice
Tie Line
A circuit used to connect two PBXs or ACDs across a wide area
Time Zone Sequencing
Organizing telephone lists as per the time zones to which different phone numbers belong
Toll-Free Service
Also often referred to as 1-800 Free Service; an ability to allow callers to make calls to contact centers without paying long-distance charges
Touch Tone
Dual-Tone Multi-Frequency (DTMF)
Touchtone
Also often referred to as Audiotex or ivr; an ability of telephone systems to allow callers to choose the option from a menu using numbers on the dial pad
Traffic Control Center
Also often referred to as Network Control Center; use of equipment and individual to make sure that staffing has been done rightly
Traffic Engineering
Art and science of designing facilities so that the requirements of the users are met perfectly
Traffic Study
A study that determines the levels of traffic currently being handled by a system
Transaction
Also often referred to as a Call and Customer Contact; refers to telephone, video and web calls
True Calls per Hours
Calls received by an agent group per hour
Trunk
Also often referred to as Exchange Line; individual transmission lines between two switching centers
Trunk Group
Precision of more than one trunk by a telephone company or carrier as a group
Trunk Hold Time
The time that a trunk is busy for, measured from the first ring up till disinfection of the call
Trunk Load
Load carried by a trunk including Talk Time and Delays
Trunks in Service
Functional trunks in a trunk group