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CALL CENTER TERMINOLOGIES

CTI (Computer telephony integration): The technology that coordinates between telephone andcomputer systems.

ACD (Automatic call distribution): Part of the CTI that distributes in-coming calls to a group of

agents. They are used in companies that take high volumes of calls, where callers require quickservice from non-specific agents. More sophisticated systems may route calls to more skilled

agents, depending on the reason for the call.

ACW (After call work): Amount of time an agent spends after the call processing customerrequests.

AHT (Average handling time): The average time a call takes, including greeting, conversation,

wrap-up, and time the caller spent on hold.

ANI (Automatic number identification): Similar to caller ID, a service which provides the

receiver of a call with the number of the calling phone. Used in call centers to forward calls toappropriate agents or geographic areas. Also used by 911 dispatchers.

ASR (Automatic speech recognition): Technology used to provide information and forward calls,which allows callers to speak entries rather than punch numbers on a keypad.

ATT (Average talk time): Average amount of time an agent spends in conversation with a caller.

Call Center: A centralized office used to receive and transmit a large volume of requests by the

telephone, usually with some amount of computer automation.

Chatterbot: A program that simulates human conversation. An intelligent virtual agent is an

example of a chatterbot program that serves as an online customer service representative.

Collaborative Browsing (co-browsing): A technique used by agents to interact with customersusing the customers web browser to lead them through a situation. May use email, fax, regular

and/ or internet telephone as part of the interaction.

CRM (Customer relationship management): A corporate level approach for managing anorganizations relationship with its clients. Generally, three components (operational, analytical, and

collaborative) of a companys program must be in place in order to effectively acquire, provideservices for, and retain customers. Also called Sales force automation (SFA).

Contact Center: A part of an enterprises overall CRM which manages customer contact, includingletters, faxes, emails, newsletters, mail catalogues, Web site inquiries, and other gathered

information.

CPH/ IPH (Calls/ inquiries per hour): Average number calls or inquiries an agent handles perhour.

.Customer Service Chat: An internet service which allows a customer to communicate with anagent using an IM (instant messaging) application.

DID (Direct inward dialing): A service used by inbound call centers to allow multiple calls to be

taken at once. In DID a block of telephone numbers is rented by a company without requiring aphysical line for each number. Each agent or workstation has an individual number. When all agentsare busy, additional inbound calls get busy signals or the agents voice mailbox. This service savesthe cost of a switchboard operator and makes calls go through faster.

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DNIS (Dialed number identification service): A service used by 800 and 900 lines that tellwhich number was called. It is useful for directing calls when companies deal with multiple numbers

at the same location.

DTMF (Dual tone multi-frequency): Also known as touchtone phone (formerly a registered

trademark of AT&T), the signals that are generated when a caller presses the touch keys of anordinary telephone. Each key generates two tones, and cannot be imitated by voice.

Fax: Material (images or text) which is scanned and transmitted over a telephone line and receivedusing a printer or other output device.

FCR (First call resolution): A call which completely resolves the customers issue. (A call isconsidered FCR if the caller does not call back with concerns in a set amount of time, usually 3

months.)

Idle time: Percentage of time agents spend not ready to take calls.

IP telephony (Internet protocol telephony): A general term for the technologies that use theinternet protocols packet-switched connections to exchange voice, fax, and other forms ofinformation.

ITS (Issue tracking system): A program that follows the progress of every problem a system

user identifies until the issue is solved.

IVR (Interactive voice response): A computerized system at the front-end of calling centers

which uses prerecorded prompts to identify caller needs, extract necessary information, and directcalls to the appropriate agent. Whereas, callers select options from voice menus using the telephonekeypad, the newest technology, or Guided Speech IVR, integrates live agents into the system. Inthis hybrid model, agents assist in four or more calls at a time by listening and guiding callers

through the system. This allows callers to respond to open-ended questions and receive a higherquality of service. Companies see higher rates of call completion and customer satisfaction using thenew technology.

LEC (Local exchange carrier): The public telephone company which provides local service in an

area.

Media gateway: A device that converts data from one format to another.

Outsourcing: The practice of delegating non-core operations to an external entity.

PBX (Private branch exchange): A cost-efficient system that uses multiple phone lines (called

trunk lines) and a computer to manage the switching of calls within a company. As the PBX isowned by the company rather than the LEC, it saves the cost of requiring a line for each user to thetelephone companys central office.

Predictive dialer: A computerized system that dials telephone numbers, filtering out unanswered

calls, busy signals, disconnected lines, and other unproductive calls. Using an algorithm to predict

agent availability, the system saves the time an agent would spend in unproductive dialing. Smartpredictive dialers use a prerecorded introductory message before connecting customers to an agent,further increasing productivity by turning over calls only to interested customers.

Predictive technology: Tools that analyze patterns and use discoveries to forecast likely futurebehavior.

QED (Quality and efficiency driven): Philosophy maintained by call centers that companystrategies should be balanced between aims for quality and efficiency.

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Queue: A line of people or calls waiting to be handled, usually in sequential order. Real Time: Levelof computer responsiveness considered sufficient to the task required.

SL% (Service level percent): Percentage of calls answered within the determined time frame.

Speech/ Voice Recognition: Ability of a program to recognize and carry-out voice commands.

More sophisticated software has the ability to accept natural speech, or the speech used in generalconversation.

Telemarketing: A registered trademark of Nadji Tehrani, referring to the form of direct marketingusing the telephone to sell products and/ or services.

TCA (Total calls abandoned): the number of calls abandoned by callers.

TPV (Third party verification): The legal requirement for some companies (e.g. long distance

providers, gas, electric) to have a third party confirm that a customer has requested a change inservice. Generally, the customer will be put on a three-way call and the TPV provider will confirm

the order. TPV aids in billing disputes by verifying the customer actually requested the change.

TTS (Text to Speech): A system that converts normal language text into speech.

UMS (Unified messaging system): A program that enables voice, fax, and regular text messagesto be held in a single mailbox and accessed by a user over email or telephone.

Virtual Call Center: A call center where the agents are geographically dispersed, either working inseveral small offices, or (more frequently) working from their own homes.

Virtual Queuing: A system used in inbound call centers in which a caller will be informed of theestimated wait time before an agent will be available. Caller can choose to wait on hold, or keep

their place in the queue by giving their telephone number. Callers receive a call back when theirturn comes up.

Voicemail: System that manages telephone messages for a large group of people.

Voice Portal: A web site or other service that a customer can reach for information such as

weather, sport scores, or stock quotes.

VoIP (Voice-over Internet Protocol): The routing of voice conversations over the internet. Using

VoIP, agents can work from home, as long as they have a fast and stable internet connection.

Web Analytics: A method of analyzing the behavior of a web sites visitors to make changes thatattract and retain more customers.

Web Self-Service: A computerized system that allows users to perform routine tasks over the

internet without requiring live interaction.