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Call Center Definitions

Call center terminologies always pop up in customer conversations. This call center glossary contains constantly revised definitions, metrics, and terms. Search your term and let Conviner, your personal call center assistant answer it for you.

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AHT (Average Handle Time)

Average handle time (AHT) measures an agent's time to handle a customer and resolve a query. It is a crucial call center metric that measures the agent's performance. The lower the AHT, the better the contact center performance.

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After Call Work

After call work (ACW) refers to a set of tasks that an agent has to do after each customer interaction.

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Agent Onboarding

Agent onboarding is the phase between making the newly employed agent sign the paperwork to activating his employment with the contact center.

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Agent analytics

Agent analytics involves analyzing customer service agents' performance data to enhance efficiency and customer satisfaction.

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Agent performance

Agent performance is an analysis on how agents perform by evaluating them on the basis of measurable call center metrics and key performance indicators.

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Automated Coaching

Automated coaching uses AI-powered call center software to empower the workforce.

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Automated Quality Assurance

Automated quality assurance uses technology and software to automate conversation testing and validation for product, service, and agent performance in contact centers.

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Automated Quality Management

Automated quality management (AQM) leverages the power of automation to streamline the entire quality management process from end-to-end.

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Average speed of answer

Average speed of answer (ASA) is a metric used to denote the average time taken for an agent to answer voice calls over a specific duration.

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B2B Sales

B2B (Business-to-Business) sales involve selling services between businesses, focusing on high-value deals, longer sales cycles, and personalized solutions to enhance the buyer's profitability and operations.

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BPO

Business Process Outsourcing (BPO) services refer to contracting minor business functions to external service providers.

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CSAT score

CSAT score in a call center is a metric used to measure customer satisfaction based on their experience with the call center.

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Calibration Call

A calibration call evaluates and adjusts contact center agent performance and customer interaction quality

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Call Avoidance

Call avoidance is an agent’s reluctance to take incoming phone calls by employing different methods.

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Call Center Analytics Software

Call Center Analytics analyzes data from call center conversations to improve customer service and overall business performance.

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Call Center Attrition

Call center attrition is the rate at which employees leave their jobs in a call center, which disrupts productivity, customer satisfaction, and organizational performance.

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Call Center Audit

A call center audit systematically examines customer conversations to evaluate their efficiency, effectiveness, and compliance standards.

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Call Center Burnout

Call center burnout is job-related stress resulting from the high demands and pressures of working in a call center, leading to emotional, physical, and mental exhaustion.

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Call Center Coaching

Call center coaching provides personalized guidance and feedback to call center agents to improve their performance and enhance customer experience.

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Call Center Compliance

Call center compliance refers to adhering to legal and regulatory requirements when handling customer interactions in a call center.

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Call Center Dialer

A dialer is a software or hardware device used in call centers to automate the process of dialing phone numbers, increasing efficiency and productivity.

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Call Center Metrics

Call center metrics track performance and effectiveness in handling customer interactions in call centers like AHT, FCR, etc.

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Call Center Quality Assurance

Call Center Quality Assurance ensures and maintains high service quality in interactions between agents and customers.

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Call Center Scorecard

A call center scorecard is an AI-based tool that reveals a score based on the call center's performance.

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Call Center Scripting Software

Call scripting software guides call center agents to ensure consistency and accuracy by providing a pre-written script for customer interactions.

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Call Center Software

Call center software manages operations, including inbound/outbound calls, call routing to agents, and call metric monitoring.

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Call Evaluation

Call evaluation software is used to evaluate the quality of calls in a contact center by measuring agent performance, customer satisfaction, and compliance.

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Call Monitoring Software

Call monitoring software is used in call centers to listen to, record, and analyze calls for quality and training purposes.

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Call Quality

Call quality in a call center refers to the overall quality of a customer service call, including factors such as agent performance, call handling, and customer satisfaction.

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Call Script

Call scripts in contact centers are pre-written dialogues designed to guide agents during customer interactions.

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Call center automation

Call center automation uses software to replace time-consuming and repetitive tasks.

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Call center efficiency

Call center efficiency refers to handling customer inquiries and issues quickly and effectively, maximizing agent productivity and operational cost.

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Claim Settlement

Claim settlement refers to the process by which an insurance company or responsible party compensates an insured individual or claimant for a covered loss.

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Contact Center Reporting

Contact center reporting collects and analyzes data related to performance and operations to track progress, identify trends, and make data-driven decisions.

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Contact Center as a Service(CCaas)

Contact Center as a Service (CCaaS) is a cloud-based platform that enables businesses to manage customer interactions across multiple channels without needing on-premise infrastructure.

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Conversation Intelligence Software

Conversation intelligence software uses AI and machine learning to analyze audio/text conversations between customers and agents to improve performance and gain insights.

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Customer Experience Management

Customer experience management (CEM) is designing, managing, and optimizing customer interactions with a company to improve satisfaction and loyalty.

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Customer Retention

Customer retention in call centers refers to keeping existing customers by delivering excellent customer service, addressing their concerns promptly, and building strong relationships with them.

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Customer interaction management

Customer Interaction Management (CIM) refers to business strategies and tools for managing and optimizing customer interactions across various channels.

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Dead air

Dead air in call centers refers to periods of silence during a phone call where no sound or communication is transmitted.

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Escalation

An agent-customer interaction is said to be escalated when it is transferred to a supervisor or an agent who knows better.

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Expected Wait Time

The expected wait time in call centers is the average amount of time a caller is expected to wait in a queue before being connected to a customer service representative.

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First Call Resolution

First Call Resolution (FCR) is the metric used to measure an agent's ability to resolve a customer's issue during the first interaction.

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First Response Time

First response time is the duration it takes for an initial reply to be given after a request or inquiry is made.

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Grade Of Service

Grade of service (GOS) in call centers is a measure of the percentage of calls that are answered within a specified time.

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Hold Time

Hold time is the total amount of time that the agent puts a customer on hold during a customer call.

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Hosted contact center

A hosted contact center is a cloud-based software solution that handles all inbound, outbound, and self-service customer interactions.

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Inbound Call Center

An inbound call center is a customer service center that receives incoming calls from customers and provides support, assistance, and solutions.

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Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is an automated phone system that uses a keypad or voice commands for information and call routing.

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Journey Mapping

Journey mapping refers to visually illustrating a customer’s actions and perceptions across all interactions during their relationship with a brand.

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Knowledge Process Outsourcing

Knowledge Process Outsourcing (KPO) refers to outsourcing services that require deep expertise.

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Lead Scoring

Lead scoring refers to assigning values to leads based on their behavior and characteristics, helping businesses prioritize potential customers most likely to convert.

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Least Occupied Agent

The "Least Occupied Agent" is a mathematical algorithm that evenly distributes tasks among a group of agents to ensure fair workload allocation.

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Lost Calls

Lost calls in call centers are calls that are not successfully connected to an agent or resolved, resulting in the caller hanging up or getting disconnected.

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Mis-selling

Mis-selling is using deceptive or unethical tactics to sell products or services to customers, often resulting in dissatisfaction and legal or regulatory issues.

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Natural Language Processing

Natural language processing is a field of computer science that focuses on enabling computers to understand, interpret, and generate human language.

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Net Promoter Score

A net promoter score is a metric used to measure customer satisfaction and loyalty based on their likelihood to recommend a product or service to others.

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No call no show

"No call, no show" refers to an employee's absence from work without notifying their employer in advance and failing to report to work as scheduled.

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Omnichannel Contact Center

An omnichannel contact center integrates multiple channels for a seamless customer experience.

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Peer-to-peer Coaching

Peer-to-peer coaching in contact centers is a type of coaching where reps receive feedback, guidance, and support from their colleagues or peers.

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Quality Monitoring

Quality Monitoring refers to evaluating agent-customer interactions for various reasons, such as improving agent performance and avoiding compliance violations.

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Real Time Coaching

Real-time coaching is feedback and training provided to individuals in real-time during a task or activity to improve their performance.

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Real Time Guidance

Real-time guidance is a type of support or coaching that provides immediate feedback and suggestions to individuals as they perform a task or activity.

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Remote Call Center

A remote call center is a customer service operation where agents work from home or other remote locations instead of a physical call center facility.

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Retention Rate

Retention rate refers to the percentage of clients who continue their relationship with a company over a specific period.

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Sales Forecast

A sales forecast is an estimate of future sales revenue based on historical data, market trends, and other relevant factors.

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Sales Revenue

Sales revenue is the total amount of money a call center business generates from selling products or services over a specific period.

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Sales Tips and Tricks

Sales tips and tricks refer to techniques and strategies used by customer-facing reps to improve sales skills and achieve better sales revenue while closing deals.

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Speech Analytics Software

Speech analytics software uses AI and natural language processing to analyze voice-based interactions, such as phone conversations, in call centers.

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Talk time

Talk time is the average time an agent spends per customer call. Organizations try to reach lower talk times without compromising on customer satisfaction.

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Upselling

Upselling refers to convincing customers to purchase a more expensive product or service than the one they were about to purchase.

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Verification of employment(VOE)

Verification of Employment (VOE) in call centers is a procedure for confirming an employee's work history and employment information specific to their call center job role.

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Voice Analytics Software

Voice analytics software is a tool that uses artificial intelligence to analyze and interpret the content of voice-based interactions between call center agents and customers.

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Voice of Customer

Voice of the customer is consolidated feedback on how customers feel about a brand and the products and services it provides.

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Workforce Management System

A workforce management system is a software solution designed to streamline and optimize various aspects of workforce operations.

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Wrap-Up Time

Wrap-up time in a call center is the duration when agents complete administrative tasks after a customer interaction.