Call Center glossary
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C
Call between agents and customers can be recorded in accordance with predefined rules. In a normal recording mode both agent and customer are recorded simultanously whereas phase recording only records a certain section of the call and single side recording only records either the agent or the customer.
http://en.wikipedia.org/wiki/Telephonehttp://en.wikipedia.org/wiki/ComputerCTI (Computer Telephony Integration) is a technology that allows interactions on a telephone and a computer to be integrated and co-ordinated. This enables the identification of a customer via the transmitted telephone number and the presentation of the respective details on screen.
D
A dialler automatically dials telephone numbers and recognises status of the call. Thus the agent saves time looking up telephone numbers, dialling and waiting for a connection to be established. A dialler recognises busy tones, answering machines and network announcements and does not put these calls through to an agent.
Dialler can be operated in the following modes: predictive, power, preview, precise and agentless.
F
The customer has the possibilty to request a fax with a specified reply. Therefore, the customer enters his/her fax number on the homepage and chooses "fack back" to receive the desired fax from the company. Just as well he/she may enter the fax number using the numbers on the telephone keypad or a speech dialogue system.
M
Monitoring allows you to take a look at the present state of the monitored system. There are different type of monitoring: "silent monitoring", without informing the agent that he/she is monitored; "side by side", i.e. the coach or supervisor is sitting next to the agent during the phone call; "call recordings" that can be listened to afterwards.
S
Staging is an information integration process that uses a data area (stageing area) to temporarily save data to debug and transform them within that area. Afterwards the data is loaded into a target database.
As for outbound dialling, the term staging is used differently. It describes the seperation of a call into different phases. During an outbound campaign the dialler constantly checks how many agents are in which phase.
