19 C Trolley Sq, Wilmington, DE 19806-3355, United States.
24/7 Hours
19 C Trolley Sq, Wilmington, DE 19806-3355, United States.
24/7 Hours
Full term: Communication as a Service. Providing telecom services such as SMS as an internet-based service
Scoring agents according to their performance by standardizing the call center goals
Also often referred to as Transaction or Customer Contact, it refers to any type of contact such as telephone calls, web calls and video calls etc.
A system that allows inbound as well as outbound agents to make outbound calls if required. However, if volume of incoming calls is less, call blending can again be applied to make outgoing calls
Routing calls to the right extension as per the need of the hour
Also often referred to as Contact Center, A Call Center is a place that handles and directs inbound and outbound calls. The term Contact Center is oft mentioned for places that handle other tasks along with handling and directing calls
The comparison of calls that were completed against the total number of calls received
A set of criteria used by ACD for call processing such as rerouting the calls, handling overflow calls, setting threshold timings and playing recordings
Also often referred to as Call Record, it is the data captured by ACD for each call. Information captured may include the number dallied for outbound calling, the agent’s name, time spend in queue and trunk used etc.
An ACD function used to forward call to the first available agent
Also often referred to as Work Load, it is the number of calls taken over certain time span. The time spent by each call in queues is not included Internet
Also often referred to as Call Me Button or Internet Call Me Transaction, it is a feature that facilitates users to choose to call back whilst viewing the web pages at the same time
A feature used for prioritizing calls as per importance
A feature that allows callers on hold to leave messages or their numbers to that the agent can call them back, instead of staying on hold
A feature used by telephone companies to pass numbers of the callers to the called party
Caller-Entered Digits; the digits that callers enter using their telephone sets
Call Line Identity; Automatic Number Identification
1. Switching center of a telephone company 2. A telephone switch used by the switching centers of telephone companies The local central office gets receives call through the local area and it reroutes those calls locally or to the inter-exchange carrier (IXC). From the IXC, the local central office is able to receive calls
Training, educating and guiding the employees to increase productivity as well as employee loyalty
Cold Calling; outbound calling to prospective customers who have not made a request
Non-telephonic flexible tasks such as data entry, which can be scheduled for periods when call load is low
List of entries organized (in probably spreadsheets) formed in comparison to public records or industry lists
Also often referred to as Completed Contact; an outbound call where the called prospect has made final decision about a call. It could be have been purchasing, rejecting, requesting more information or remaining undecided
Agreeing with the topic or subject under discussion. Also true for industry legislations such as Do Not Call lists
Computer Technology Integration; systems that facilitate computers or telephones to work together in a desired format
A feature of the ACD based on ‘if-then’ programming statements, used for routing calls as per the current conditions
Training given to agents of customer service providing them the right tools to meet the needs of the customers whilst complying with the objectives of the company
An agency ran to provide contact centers with professional advice
The process whereby improvement is brought to the contact center efficiency whilst maintaining customer satisfaction
The process whereby evaluation is done for website content ensuring that it suffices with the trends and needs of the target market. Can also be used for non-web based contents
An ACD feature that generates busy signals when the queue increases more than the capacity of the programmable threshold
An accounting term referring to a non-profit department or function of an organization
Customer Relations Management; a concept used to formulate strategies that can handle employees and technology such that their full potential is achieved in regards to interaction with the customers
Engaging in contact with a customer and selling addition products or service after the customer has already purchased an item or a service
Customer Service Representative; a teleservice rep who deals with customers’ calls and handles complaints, accounts and enquiries etc.
Customer Experience Management; observing, managing and constantly improving the products or services being sold, as per the requirements of the customers
A database used to record preferences of the customers
The way a seller commits to the buyer of the products or services being offered
