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
Using computer technology and software to boost sales and profits
Activities that need to be performed by the agents but has was not preplanned as such
A redial set up for certain time
Planning out shifts and working timing of agents on daily, weekly or monthly basis
Capturing and storing the information on the screen in graphic form
A feature used by the management to keep a check on what the agents are doing on their computer screens
A feature used by contact centers which allow integration of the caller’s phone and the agent’s computer, to give details of the call sent to the agent on the computer screen
The rate of refreshing of a screen is the rate at which an image on the screen can be drawn per second or measured in Hertz
Thought-out phrases to be used by the agents when interacting with the customers
A feature that alerts an agent about the caller; it is helpful in times when certain callers have to be given higher priority
Also often referred to as Outsourcing; Bureaus which can handle inbound or outbound call center services on behalf of other businesses
Also often referred to as Telephone Service Factor (TSF); the percentage of calls take within certain threshold
Standards formed within an organization to mark the expected service level
Listening to connected calls and judging the performance of an agent
A standard formed out of numerous factors including the way an agent handles calls and deals with the callers or called prospects
SIP; a standard protocol that is used to start and stop video calls over VoIP
Sharing of the same screen over a single telephone line for various callers
Listening to the conversation of an agent and customer by the management without informing the agent
Speaker Independent Recognition System; a system that can recognize the speaker’s voice without requiring the training that a speaker dependent system would require
Considering various elements to decide upon the best location for a contact center
Improving the quality of processes led within a contact center so as to minimize the errors and maximize the productivity
A capability that allows matching the agent’s skill so as to forward the call accordingly
A cell phone that offers advanced functionality such as internet or WiFi services, PC-like features, email and keyboard etc.
A time for which the inbound calls come in evenly without messing up
The ability of software to recognize speech and act accordingly
An increase in call experienced by a contact center
Also often referred to as Agent Group and Gate, a group of agents with similar skills
The number of staff leaving the company or becoming obsolete
A leader in a contact center who makes sure that service level is high and that the goals are being met
An individual expected to use the product or service being sold by the contact center
