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"Glossary of Customer Contact Center and Call Center Terms, Abbreviations and Vocabulary"
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A scheme by Royal Mail of UK to sort mails through a five-digit coding number to automatically direct the mail where needed

Make Busy

A switch activating which can make a telephone or a group of telephone appearing busy preventing incoming calls

Management by Walking Around

MBWA; making informal visits to the workplaces of the employees for hands-on management

Market Research

Studying the target market

Media Consolidation

Attracting more customers through fax and email etc.

Message Boards

An area where messages can be posted for communication


Any software that can take in info from computers and telephones and comprehend and translate it

Mobile Virtual Network Operator

MVNO; a company providing mobile phone services without it necessarily having a licensed radio frequency allocation or other infrastructural elements needed


A device used for transmitting data from computers through telephone lines

Music on Hold

MOH; music played by businesses while the caller is on hold


Service Observing; measuring the performance of agents by listening to calls

Multilingual Agents

Agents fluent with multiple languages

Murphy’s Law

“If anything can go wrong, it will. Not a good perspective to live by, but worth considering when designing agent groups, routing configurations and disaster recovery plans”


Switching off the speakers of the headsets so that the caller is unable to hear noise inside the call center
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