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.
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. Because when you choose to focus on a specific call center KPI, you can easily see that this metric represents an important reality in your business. If you are going to make an effort to measure and track your chosen metric, you hope to get a positive return on your investment.
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.

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.
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.

O

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.

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.

U

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.
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