Vocabulary

Agent Status
This refers to the particular -point in time which depicts the call center agent’s ability to work status, i.e., closed, active, etc.
Applicant
Potential candidates/job seekers who have started our application process.
Automatic Call Distributor (ACD)
This is a specialized phone system that handles incoming calls, also called inbound calls. The Automatic Call Distributor recognizes and answers the calls and checks in the database, for routing to the most appropriate agent available.
Average Handling Time (AHT)
This is measured right from the time an agent begins the interaction with the customer, including the hold time, talk time, and related tasks that follow the entire transaction.
Automatic Speech Recognition (ASR)
A solution that can automate some or all parts of a customer call – it allows call centers to use natural language, with minimum intervention from the agent.
Average Talk Time
This measures the time an agent spends while speaking to a customer. It does not include the time a customer spends on hold nor the time an agent does any other work – during or after the call.
Abandoned Call
This is necessarily a call, or any other type of contact proposed to a call center but ends before any communication takes place.
Blended Universal Queue System (BUQS)
This is essentially a combination of email, chat, and other data enabling universal queuing along with call blending.
BPO
Business process outsourcer
Customer Experience Management (CEM)
Procedures adopted by a company to track the interactions between a customer and the call center agents.
Call Recording
It is a technology that enables call centers to capture and record all customer and agent telephony interactions. Agents are required to inform the customer before the call is being recorded.
Call Routing
This is a process designed to ensure that each call is routed to the right agent with proper skills and has prior knowledge regarding the customer’s issue. Call routing often includes identifying high-value callers and routing them to a shorter queue, or to the most proficient agents.
Client
Organization in a contract to use our outsourcing services.
Computer Telephony Integration (CTI)
This is the ability to automatically combine voice and data at the agent desktop. It is also known as screen pop – when customer details appear automatically on an agent’s screen at the same time a call is attended. Such technologies can help call center agents do their job more effectively to create happier customers.
Schedule Adherence
It is a metric used in-order-to determine whether-or-not agents are working the amount of time they have scheduled or committed to.
Customer Relationship Management (CRM)
This is a system that helps in identifying the customers’ needs, improving customer interactions, customizing contacts, sales approaches, and automation to provide optimum service to each type of customer.
Cloud Contact Center
Cloud contact center allows business to interact with the customer across any all the channels like voice, SMS, email, social media; Facebook, Whatsapp, Viber, messenger and more. Organizations can manage their complete call center operations on cloud from anywhere on any device.
CX
Customer experience
Document Management System (DMS)
There are many call centers that handle large amounts of incoming emails that can’t be checked manually. Therefore, it is opened and scanned by DMS for electronic distribution.
Expected Wait Time (EWT)
In a call center, EWT is the expected time that customers are told to wait before they can speak to an agent. It is one of the best practices to measure the average expected time.
First Call Resolution (FCR)
It is a way to identify the customer’s issue, the first time they contact a call center agent. It is a metric that monitors the quality of service that customers are receiving, by counting the number of times their issues got resolved on the first point of contact. Providing an ideal caller experience will ensure the customer keeps coming back to engage with your business.
Flexibility
Adapting to client’s need and timetables.
FTE
Full-time equivalent
Interactive Voice Response (IVR)
It asks customers to press the buttons on their telephone keypad to select which service they want. Thereafter, the IVR routes the call to the most appropriate agent.
Program
Work we are performing for a specific client.
Scalability
Ability to ramp up or scale down our on-demand workforces.
Vyne
Agent community/portal
Workforce Management (WFM)
It is an integrated set of processes that call centers to use to optimize the productivity of its agents on the individual, departmental, and entity-wide levels. It includes determining and providing schedules, forecasting, and adherence for a workforce in their future events.
WSU (Working Solutions University)
Provides education and additional support and technical knowledge to agents.