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"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
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Also often referred to as Enhanced-911; a system of North American telecommunications services that automatically notes the physical address of the caller and routes the call to the closest Public Safety Answering Point (PSAP)


Also oft mentioned as Inquiry; seeking help from an organization by the customer, regarding its products or services

Envelope Strategy

Scheduling a large number of agents for answering inbound calls along with handling other tasks


The science of arranging equipment within a workspace to maximize the employees’ comfort and productivity


Measurement unit of telecommunications traffic usage where 1 Erlang=3600 seconds of usage in 1 hour

Erlang Models

Techniques that help find out the number of facilities that could be needed for certain telecommunications scenario. It was developed by a Danish mathematician, A. K. Erlang

Error Rate

A measure of unsuccessful transactions or steps within the same process

Escalation Plan

1. An arrangement made to identify steps in case the calls overflow and the queue lengthens to an unwanted or unacceptable level 2. A plan used to better the communication of contacts of they need better interaction


Providing assistance and help to customers electronically

Exchange Line

Also often referred to as Trunk; an individual transmission line between two switching centers
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