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Call center szótár

After Call Work (ACW)

After Call Work (ACW)

the period after the call is already finished, the operator is not online, but still doing some activities related to the call.

Answered Call

Answered Call

Number of the answered calls by the operators.

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD)

preconfigured telephone call management system that automatically forwards incoming calls to the appropriate operators.

Average Handling Time (AHT)

Average Handling Time (AHT)

the amount of the average talk time and the average after call work time.

Average Talk Time (ATT)

Average Talk Time (ATT)

Average talk time of a group selected on the basis of a common feature based on the length of the call.

Average Waiting Time, Average Speed of Answer (AWT)

Average Waiting Time, Average Speed of Answer (AWT)

The caller’s time spent in queue from the request of the operator until the log on of the operator.

Business Process Outsourcing (BPO)

Business Process Outsourcing (BPO)

Outsourcing of an entire business process, mostly costumer service/telemarketing.

Call Blending

Call Blending

Customer service optimizing system, which starts an outgoing call between two incoming calls, even for another campaign.

Call Center

Call Center

A centralized telecommunication system, which is able to handle a large amount of incoming or outgoing, calls in a way that the operator only has to concentrate on the conversation with the client, all other tasks (dialing, call-back management, script presentation etc.) are automated.

Call Center Outsourcing

Call Center Outsourcing

The Company lets a specialized third party handle their telemarketing activities for more effectiveness.

Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI)

The connection of computer programs to the telephone substation for effective call handling.

Costumer Relationship Management (CRM)

Costumer Relationship Management (CRM)

A client management system used by the employees of the company to collect and re-use information.

Fax on Demand

Fax on Demand

Choosing the document with the buttons of the facsimile and request it to the facsimile.

Forecasting

Forecasting

The forecast of expected traffic based on earlier data.

Handled Calls

Handled Calls

Calls taken and answered by the operators (in some cases also the calls answered by the IVR).

Historical Report

Historical Report

Report from a specified retrospective period.

Incoming Calls

Incoming Calls

Calls coming into the call center.

Interactive Voice Response, Voice Response Unit (IVR)

Interactive Voice Response, Voice Response Unit (IVR)

Menu system controlled by the push buttons of the phone and/or voice recognition, which is suitable to answer questions in branch structure (ex. invoice information) or to transfer them to an operator.

Occupancy

Occupancy

The number showing the operator’s utilization in percentage. Total login time / handling time.

Operator break

Operator break

The operator’s rest period.

Overflow (OF)

Overflow (OF)

If the operator group is unable to receive calls, the system redirects the call to another operator group. This redirection is also possible into another location.

Power Dialing

Power Dialing

Starting outgoing calls based on a list. The outgoing call is initiated when the chosen operator is free.

Predictive Dialing

Predictive Dialing

At full occupancy incoming call distribution to the operator who’s expected to be available first based on the average call-handling time. The operator does not wait for the phone to ring, the recipient has already picked up the phone by the time the operator receives the call.

Preview Dialing

Preview Dialing

The outgoing call data are displayed on the operator’s screen and the operator allows the dialing.

Public Switched Telephony Network (PSTN)

Public Switched Telephony Network (PSTN)

Usually referred to as the fixed line telephone network.

Queue

Queue

The caller’s waiting for a free operator. This expression is used not only for calls, but also for every operation waiting to be settled in the future.

Real Time Data

Real Time Data

Online updated data.

Screen Monitoring

Screen Monitoring

software used by the supervisor or coordinator to monitor the content of the operator’s screen.

Screen pop-up

Screen pop-up

Displaying previously saved data linked to the caller’s number on the screen when the operator starts the call handling.

Script

Script

A question-answer structure branched by answers displayed on the operator’s screen, used in telemarketing business. Based on this structure the interviewer is able to direct the conversation and gets answers to the questions.

Service Level (SL)

Service Level (SL)

An indicator that shows the percentage of the incoming calls answered in a certain period of time.

Skill

Skill

Talent, knowledge typical to a specific operator or operator group.

Speech Recognition

Speech Recognition

A device capable to recognize pre-configured words and with this function start processes or forward calls.

Supervisor (SV)

Supervisor (SV)

A person responsible for the work of a specified group of operators.

Talk Time

Talk Time

The entire time of the telephone conversation with the caller.

Telemarketing

Telemarketing

Telephone conversation for data collection, information distribution or sales purposes.

Telesales

Telesales

The initiation of outgoing calls for selling a specified product.

Virtual Call Center

Virtual Call Center

Operators on several different locations creating a single call center for the caller.

Wallboards

Wallboards

Wall-mounted overhead display for traffic data and messages for the operators.