Glossary

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A

After Call Work
After call work - Post-call process - refers to the work that needs to be done immediately after and due to an incoming transaction type These jobs are mostly in the form of data entry, filling out forms or making external calls, while the customer representative cannot answer another incoming call.
Automatic Call Distribution (ACD)
ACD is an automated call distribution system. This kind of system, which is very popular and frequently preferred by companies today, allows incoming calls to be automatically routed to various employees or departments.
Average Handling Time
Average Handling Time, which has been the most common call center metric for years, refers to the Average Talk Time and Average Post-Call Work total for a given time period.
Average Sales per Agent
The Average Sales Per Agent metric measures the average total sales that agents close in the specified period. This metric helps reach the number of sales your team has closed.
Average Speed of Answer
Average Speed of Answer includes the average phone ring time, average talk time, and average post-call total work within a given time frame.
Average Time to Abandonment
Average Time to Abandonment is also referred to as a lost call, it is when the caller hangs up without reaching an agent after joining the queue of customer representatives.

C

Call Center
A call center is a department of a company that receives a call and makes a call and communicates with the customers Call center can manage and solve their problems, support them about products or sell the products.
Call Center Metrics
For a successful call center, you need some call center metrics to accomplish. These metrics are important to make your KPI (Key Performance Indicator). Accurate data is essential to successfully maintaining a call center. With the busy call traffic that happens every day, it can be quite difficult to understand what's going on without meaningful measurements. This makes it very important to choose the right metrics.
Customer Satisfaction
Customer Satisfaction is the ability of the firm and/or the brand to meet the business, emotional and psychological needs of its customers.
Customer Service
Customer service is a form of communication or customer support. The goal of customer service is to provide a timely and appropriate response to customers' questions, comments, and complaints. The ultimate goal of customer service is to turn a dissatisfied customer into an enthusiastic one that promotes your company through word-of-mouth.

F

First Call Resolution
First call resolution is a call center performance data that shows the ratio of contacts resolved at the first call made with the customer and that does not require a repeat call, to all contacts. There is no need for an agent to transfer a call, there is no follow-up after the call, and the customer has customers who report that their problem has been resolved after the first call.

I

Inbound Calls
When customers have a problem or ask a question about your product, they call your call center and it is inbound calls. Inbound calls are centers that respond to calls made by customers to businesses. Incoming calls in such call centers mostly cover all the businesses that are important for businesses such as obtaining information from customer representatives about the product or related subject, seeking solutions to their problems, requesting action or purchasing products/services.
Interactive Voice Response (IVR)
IVR is a short version of Interactive Voice Response. This system helps you organize your call traffic. It is a simple and convenient system that enables you to transfer the caller to the relevant personnel by managing the phone traffic much more accurately using technology. It is basically a telephony menu system that empowers the dial pad for identification, segmentation and routing of callers to the most appropriate agent within your team.

M

Multi-Tenancy Model
Another architecture in UCaaS is a multi-tenancy model. In this model, multiple clients can share both the software and the hardware elements of the service. Here, each client may have the option to customize certain parts of the application, for instance, the color used in the user interface or business rules that are being applied, but they can not change the application code or the functions of the software.
Multi-line Phone Systems
A multi-line system is a phone system that has access to more than one telephone line. These systems are used in businesses where phone traffic is heavy and needs to be handled accordingly. The main benefit of multi-line phone systems is being able to handle an increased call volume. These systems usually have a maximum number of lines that can be handled simultaneously, but the more lines present, the better.

O

Online Faxing
Online faxing is the process of sending a fax from a computer, without using a traditional fax machine. These days, people can send and receive faxes on their phones or computers. Faxing has been around for decades now and it is still going strong. There are many reasons why people would still want to send or receive a fax instead of an email or text message.
Outbound Calls
When your team has data and make calls according to that data, it is outbound calls. Your team only makes calls and for example, sells a product or makes a satisfaction survey. Outbound calls are call centers that make calls. The customer representative who will make the call in such call centers has certain information about the customer. It acts in line with the data it has in its possession and performs the main purpose of the operation. Most of the Outbound Call centers are sales or information oriented. They always reach out to the most potential customers based on the information they have and try to turn these customers into real customers or to include them in a campaign.

P

Percentage of Blocked Calls
Percentage of blocked calls means the number of customers who get the busy tone when they call. If the percentage is too high, it means that your agents can not help customers, which can create frustrated customers who don't get the help they need.
Plain Old Telephone Service (POTS)
Plain old telephone service, or POTS, is a type of telephony service that offers a limited number of channels for long-distance calls. This type of telephony is considered as a legacy system and many people are moving on to voice over internet protocol (VOIP) service. But there are still people who rely on this because of its simplicity and reliability.
PSTN Calling
PSTN is a Public Switched Telephone Network. Calling someone on PSTN is the same as calling them on a landline, using a rotary phone, or any other type of phone. PSTN Calling is an outdated form of communication that has been replaced by the Internet and Voice over Internet Protocol (VOIP) technology.

S

Service Level
Service Level is a performance data that indicates what percentage of incoming calls are met below the specified target time. It can also be calculated with different formulas. Also called Telephone Service Factor or TSF. Handling incoming calls within a certain period of time. "Answering X% of incoming calls in Y seconds".
Single-Tenancy Model
The first architecture model is a single-tenancy model. In other words, a single-tenant has personalized software with shared hardware. This model is best for data security because all access permissions and customizations are done by the company end.
SIP Calling
SIP is a protocol that allows VoIP providers to make calls over the Internet. With SIP, you can make calls from your VoIP provider without needing to port forward. You simply need an IP address for the VoIP provider and connect it with a call to work.

T

Telecommuting
Telecommuting is the setup of a work environment in which employees and employers use telecommunications technology to transmit information between each other. Telecommuting has widened the distance between workers, supervisors, and clients, enabling people to work from home.

U

Unified Communications-as-a-Service (UCaaS)
UCaaS is an enterprise service method for streamlining all communication platforms. First and foremost, we must explain what the acronym stands for. UCaaS stands for Unified Communications-as-a-Service, also known as Unified Cloud Communications. In fact, it is an interconnected system of enterprise communication devices and applications that can be used in concert or successively.

V

Video Calling
Video calling is a way of communicating with another party by video. The person on the other end can see and speak to you as if you are in the same room. Video calling is an integral part of any communication process, whether it is for business or personal purposes. With video calls, people can sync up and communicate with each other more efficiently than they could otherwise.
Video Conference
Videotelephony comprises the technologies for the reception and transmission of audio-video signals by users in different locations, for communication between people in real-time. A videophone is a telephone with a video display, capable of simultaneous video and audio for communication between people in real-time. Video conference implies the use of this technology for a group or organizational meeting rather than for individuals, in a videoconference
Virtual Meeting
Virtual meetings are a way for people to collaborate and work together remotely in real-time through interactive video. We can use them as part of a regular workflow, or just to have video-based discussions with remote colleagues. They can be used for a variety of tasks, including:
  • Giving presentations to remote teams
  • Hosting video conferences with partners and clients
  • Conducting online trainings or workshops
Virtual Phone Number
A virtual phone number is a telephone number where incoming calls may be delivered to voice mail, answered by an automated answering system, or forwarded to another phone number.
Voice over Internet Protocol (VoIP)
VoIP or Voice over Internet Protocol is a communication system that allows for voice transmission through internet. VoIP lets you talk to people on the phone like they are next door, even if they are in another country. It is an efficient alternative to the traditional telephony networks and it offers many benefits such as: lower costs, higher quality of service, increased mobility among others.

W

Wi-Fi Calling
Wi-Fi calling is the process where you can make voice and video calls over an internet connection. Thanks to Wi-Fi calling, you will no longer need to call only through your service provider and you will be able to make calls with a Wi-Fi connection. And also you can make calls using Wi-Fi connections in places where network access is limited or nonexistent.
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