CALL CENTER TERMS AND TECHNOLOGIES

What is Service Level?

Service level consists of measurable objectives for handling customer service calls that generally includes the percentage of calls answered within a specified time period, average hold time, and the number of calls abandoned.

What is an Abandoned Call?

A call that enters the queue but does not reach a customer service representative because the caller disconnects or hangs up.

What is an Automated Attendant?

A system that replaces the receptionist function through giving callers various options, and routing the caller according to the selected option.

What is an IVR (Interactive Voice Response)?

A recording that allows the caller to select among several options from a voice menu. The caller is routed to a customer service representative based on the selected option. In more advanced IVR's, the caller can obtain information, such as checking credit card balances, through selecting options in an IVR menu.

What is a Call Center?

A customer service center that can handle a large volume of calls for processing orders, answering customer inquiries about products and services, and can provide tech support.
Processing order
Services of a Call Center

What is a Trouble Ticket System?

A trouble ticket system allows clients to receive continuous updates on every single call received by the call center and to track, respond, and resolve customer issues to call center requests in an organized manner. Trouble ticket systems also serve as a source of knowledge on what issues customers call in with. One method of implementing a trouble ticket system utilized a log in which a customer service representative records details about every customer call that was received and forwards an email to the client with the designated attention level required by the client (i.e. urgent, 24hour, no action required).

What is Customer Relationship Management?

Customer Relationship Management is a philosophy that is focused on introducing processes and procedures that will produce growth in the client's company through better serving customers.

What is an Automatic Call Distributer (ACD)?

A phone system used to handle many incoming calls based on specified database instructions. The specialized phone system generally distributes calls based on priority or through a method that will minimize wait time. An ACD will answer calls automatically, provide delay messages and distribute calls to customer service representatives who are available.

What is a Queue?

A queue maintains the caller on hold until a customer service representative becomes available to take their call.

What is a Help Desk?

A help desk answers inquiries involving technical questions, the installation of products, and provides problem solving advice.

What is Skilled Based Routing?

Skilled based routing, routes the calls according to the needs of the callers. The caller is

routed to a customer service representative who has the skills to meet the needs of the caller.

What is Priority Based Routing?

Priority based routing, routes calls by priority based on the subject matter of the call, as indicated by the caller, or through segmenting a group of customers for priority treatment. For example this would allow wait times to be minimized for VIPs or sales calls.

What is a Web Enabled Call Center?

A call center that gives customer service representatives the ability to accept and receive calls from a webpage, and gives callers the ability to speak with a CSR utilizing a call button on the webpage.

What is a VoIP Call Center?

A call center that transmits voice conversations over the internet by changing voice signals into digital packets that can be transmitted over the internet. VoIP results in cost savings through avoiding some of the toll charges associated with regular phone lines and provides outstanding sound quality.

What is Call Monitoring/Coaching?

Call Monitoring/Coaching involves the recording, listening, and reviewing of customer service calls in order to provide CSR's with feedback that will improve the level of customer service they provide.

What is Script Writing?

A set of procedures on how to respond to calls, and what action needs to be taken in different call scenarios. Scripts provide information and instructions to CSR's on how to handle specific call inquiries and what information to provide.

What is a Contact Center?

A contact center provides all of the services of a call center and also furnishes back office processing services such as application processing, billing, and collections.
Back Office Processing

What is a Hosted Call Center Solution?

A hosted call center solution charges a fee to provide a call center with the technology infrastructure needed to support call center operations, such as call routing.

What is White Papers for Call Centers?

A report on standards, operational issues , and ideas used to educate the call center industry.

What is a Reporting System?

Reporting systems are applications working with the IVR, ACD and other internal systems to create reports based on the client needs. They can also be designed to create automatic periodical reports.

What is a Call Back?

A call back is a return call made by a customer service representative or an automated system. A call back is initiated after a customer requests to be called back when a customer service representative becomes available.

What is an Inbound Call Center?

An inbound call center consists of a center where customer service representatives receive calls from customers.

What is an Outbound Call Center?

An outbound call center consists of a center where customer service representatives make calls to customers.

What is Outbound Telemarketing?

Outbound telemarketing is the sale or marketing of products and services through outbound telephone calls to potential customers.