Inbound Call Routing refers to the ability to route calls to different people and locations depending on a variety of factors, for example call volume, time of day, language preference of the caller, or specific department requested. It can refer to both outgoing or incoming calls. Call RoutingĬall Routing is a call management procedure, wherein a call is sent to a specific queue after being qualified by the telephony system. using a call center) marketing, B2C and B2B sales, and more. BPO companies can handle both internal business functions (back-office), such as payroll, billing, IT services, HR, etc., as well as external activities (front-office) that include customer service (e.g. The main advantage of BPO is to increase company flexibility, as well as optimize cost- and time efficiency. Call blending rules prevent a dialer dialing outgoing calls for a specific agent, by excluding them from the algorithm for a specific time.īusiness Process Outsourcing is a process that involves delegating a specific business process’ operations and responsibilities to a third-party service provider, in order to optimize internal operational costs related to HR, technologies, knowledge base, etc. It is usually used to quickly handle any incoming calls during an ongoing outbound campaign, by monitoring the number of incoming calls, agents availability and other system measures at the same time. Call BlendingĪ feature that supports the handling of outbound and inbound calls simultaneously, based on predefined combination and priority rules. Business Continuity Plan (BCP)Ī Business Continuity Plan is a written document outlining potential threats to a company, and the information and guidelines the company needs to continue operating if an event takes place which negatively impacts operations. It is calculated by using the following formula: total time spent in call / all handled calls = ATT 9. The average value of time spent by an agent talking with customers in a given period of time. Auxiliary Time (AUX)Īuxiliary time is the time an agent spends in unavailable status in the call center system, or during which the agent cannot accept new calls because they are on a break, etc. It allows humans to speak to computers and communicate with them in a way that resembles regular human conversation. Automatic Speech Recognition (ASR)Īutomatic Speech Recognition is the capability of a program or machine to identify phrases or words in a particular spoken language or natural speech, and then turn them into a format that can be read by machines. It specifies how software components communicate and interact with each other. The Application Program Interface is a set of procedures, tools and functions that allow the creation of application software. (Talk Time + Hold Time + After-work) / Total number of handled calls = AHT 5. It is calculated by using the following formula: Average Handle Time (AHT)Īverage Handle Time (AHT) shows the average time an operator spends in call-related activities, including a conversation, hold time, and any after-call activities and administration. T he time an agent uses to finish administration work, such as ticketing, filling in forms, registering calls and call-related information needed, after a call has finished. ACD is one of the key features of VCC Live. Automatic Call Distribution (ACD)Īn Automatic Call Distribution is a system or telephony facility that manages and forwards inbound calls to the appropriate agent based on preset handling instructions. Head over to out guide to learn the difference between lost, abandoned, missed, and dropped call. In outbound call centers, abandoned calls occur when a predictive dialer initiates calls and reaches customers, but there are not enough operators to handle them. The user can drop the call due to a too long waiting time caused by agents insufficient availability, or due to technical issues such as Internet coverage problems. In inbound call centers, an abandoned call is a call initiated by a user or customer, but dropped by them before a call center agent has answered it and before an actual conversation has occurred. ACD, ATT, BCP, Robinson list, call blending are just a few of the typical terms and abbreviations that dominate business conversations on a daily basis in pretty much every contact center.Īre you familiar with all of them? Here’s a list of 50 must know call center terms to help you out.
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