IT'S ALL ABOUT THE CALL
The person responsible for budget execution, operation, business performance and overall direction of the call center management software.
What is a Call Center Manager?
Automatically combines 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.
What is Computer Telephony Integration (CTI)?
The particular point in time which shows the call center agent's activity, i.e. busy, wrap, idle, available, unavailable, etc.
What is Agent Status?
A call to a call center that ends before any communication takes place.
What is an Abandoned Call?
Long periods of silence.
What is Dead Air?
A strategy to smooth out the demand of inbound and outbound calls. When an agent is doing more outbound calls they would receive less inbound calls and vice versa.
What is Call Blending?
It asks customers to press the buttons on their telephone keypad to select which service they want then routes the call to the most appropriate agent.
What is Interactive Voice Response (IVR)?
An agent who manages both inbound and outbound calls, along with applications.
What is a Blended Agent?
Another name for menu selection. These would be messages, questions, or options presented to the caller that are used to direct or process the call.
What are Prompts?
Elicits free flowing information in the answer.
What is an open-ended question?
This enables call centers to capture and record all customer and agent telephony interactions.
What is Call Recording?
Recognizes and answers calls and checks the database for routing to the most appropriate agent available. Produces management information that tracks both calls and agent performance.
What is Automatic Call Distributor (ACD)?
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.
What is First Call Resolution (FCR)?
This is a measure 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.
What is Average Handling Time (AHT)?
Identifies approximately how much a customer is worth to your company?
What is Customer Life Value?
An approach to measure the customer service quality of calls handled by the agents.
What is Call Handling Analysis?
The expected time that customers are told to wait before they can speak to an agent.
What is Expected Wait Time (EWT)?
The time taken by an agent to complete any transactions or work for a customer after the call has ended.
What is Wrap Time?
A metric used to determine whether or not agents are working the amount of time they have been asked to or required to.
What is Call Center Schedule Adherence?
You increase the value of the same product or service.
What is Upselling?
A process designed to ensure that each call is sent to the right agency with the proper skills, and has prior knowledge regarding a customer's issue. Often includes identifying high-value callers and sends them to a shorter queue, or to the most proficient agents.
What is Call Routing?
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.
What is Automatic Speech Recognition (ASR)?
The time an agent spends speaking to a customer. It does not include the time a customer spends on hold nor the time an agency does any other work after the call.
What is Average Talk Time?
A system which helps in identifying the customers' needs, improving customer interactions, customizing contacts, sales approaches, and automation to provide optimum service to each type of customer.
What is Customer Relationship Management (CRM)?
An integrated set of processes that call centers us to optimize productivity of its agents on the individual, departmental and entity-wide levels. It includes determining and providing schedules, forecasting, and adherence.
What is Workforce Management (WFM)?