Also often referred to as Business to Business, the term represents contact made to/from another business
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 managers to keep a track of the activities executed by the staff. The report also helps to monitor the consequences arising
The volume of contacts made per month, considering that no external factors have affected this
The minimum amount of agents that is needed to handle the base contact volume
Also often referred to as Basic Rate Interface, is a line that provides two bearer channels for data and voice transmission and dedicates one channel for signaling. It is often expressed as 2B+D
A signal that alerts an agent about an incoming call
Also often referred to as Benchmarking, the term refers to a set of statistical standard used for comparisons for improvement
Term used for companies with highest performance in certain category
Call centers that have agents to handle incoming as well as outgoing calls
An agent or an individual who can handle inbound as well as outbound calling
A call left incomplete owing to the trunks or agents being busy
Callers blocked from entering the queue of calls
The situation where a busy pathway does not allow completing a connection between two points
An open wireless protocol that uses short radio wavelengths to exchange data within small distances. It works with fixed as well as mobile devices and creates a personal area network (PAN)
Also often referred to as Outsourcing and having a full term of Business Process Outsourcing, is a business that extends call center and contact center support to businesses
Call or contact center agents who might have become tired due to overworking and hence, started to lose productivity
Also often referred to as Disaster Planning, is a process developed due to system failures unforeseen reasons
The time of the day with two consecutive half-hour periods receiving the highest number of calls or contacts each day