L
Local Area Network A network within a designated space connecting computers so that they can share certain bits of information LIFO Last In First Out; the first call leaving and being the last one to come through Law of Diminishing Returns The lowering peripheral improvements in service level which can be divided amongst all available […]
M
Mailsort A scheme by Royal Mail of UK to sort mails through a five-digit coding number to automatically direct the mail where needed Make Busy A switch activating which can make a telephone or a group of telephone appearing busy preventing incoming calls Management by Walking Around MBWA; making informal visits to the workplaces of […]
N
Nearshore Contact Center An offshore call center but located in a country near to the caller’s country Net Staffing The formula of calculating over staffing or understaffing; (Actual Number of Agents – Required Number of Agents) Network Control Center Also often referred to as Traffic Control Center; ensuring through individuals and equipment whether or not […]
O
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 […]
P
Pacing Algorithm Computerized system used to control the number of calls made by the predictive dialer Paid Hours The time for which the agents are handling the customers, attending meetings and doing other kinds of work Pay As You Go Also often referred to as pay-as-you-go, Go-Phone and Prepaid Wireless; a mobile phone service paid […]
Q
Qualitative Data A market research using subjective as well as individual analyses Quality Assurance Rules and regulations designed and implemented by the contact center as per which, all projects are run and the customers are ensured of getting the highest service level Quality Management Evaluation of customer service levels and business practices to ensure that […]
R
RAN Recorded Announcement Route; also often referred to as Delay Announcements, recorded messages played to callers as they wait for the first available agent Random Calls Adherence The variation in normal routines of arrivals of calls Real-Time Adherence Tools that help alerting managers when agents are unable to handle a situation so that the issues […]
S
Sales Force Automation Using computer technology and software to boost sales and profits Schedule Exception Activities that need to be performed by the agents but has was not preplanned as such Scheduled Callback A redial set up for certain time Scheduling Planning out shifts and working timing of agents on daily, weekly or monthly basis […]
T
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 […]
U
UCD Uniform Call Distributor; a method of allocating calls and providing information UMTS Universal Mobile Telecommunications System; a 3G (third generation) mobile telecommunications technology, now having been developed into 4G technology Unavailable Work State A state in which an agent is not available to take up or make calls Unified Messaging A system that facilitates […]
