A
Abandoned Call - A call that a customer disconnects before an agent answers.
Abandonment Rate - The percentage of inbound calls that are abandoned before reaching an agent.
Accent AI - AI-driven solutions that modify speech for better clarity and comprehension.
Accent Conversion - The process of altering a speaker’s accent using AI or linguistic techniques to enhance speaking clarity and understanding.
Accent Localization - Adapting speech patterns to suit a specific regional or cultural audience.
Accent Masking - Reducing the prominence of an accent to enhance intelligibility.
Accent Neutralization - Tools designed to minimize strong accents for clearer communication.
Accent Reduction - Technology that helps users modify their pronunciation for improved clarity.
Accent Softening - The process of making an accent less prominent to improve communication.
Accent Translation - Converting spoken language into a different accent for better understanding.
Accent Voice Changer - A tool that modifies voice tones and pronunciation in real-time.
ACD (Automatic Call Distributor) - A system that routes incoming calls to the most appropriate agent or department.
After-Call Work (ACW) - Post-call tasks such as logging call details or following up with customers.
Agent - A call center representative who handles customer interactions.
AHT (Average Handle Time) - The average time spent on a call, including talk time, hold time, and ACW.
ANI (Automatic Number Identification) - A system that identifies the caller’s phone number before the call is answered.
Answered Call - A call that is successfully connected to an agent.
API (Application Programming Interface) - Software that allows different call center tools and systems to communicate.
ASA (Average Speed of Answer) - The average time it takes for an agent to answer an incoming call.
ATA (Average Time of Abandonment) - The average time a caller stays on hold before hanging up.
Auto Dialer - A system that automatically dials numbers and connects live calls to agents.
Automatic Speech Recognition - AI-powered technology that converts spoken language into text.
Auxiliary Time (AUX) - Time an agent spends in a non-call-related status (e.g., training or break).
Average Talk Time - The average time an agent spends actively speaking with a customer.
Average Wait Time - The average time a caller spends in the queue before being answered.
B
Blended Agent - An agent who handles both inbound and outbound calls.
Blended Call Center - A center that manages both incoming and outgoing calls.
Blended Universal Queue System (BUQS) - A system that merges customer interactions across multiple channels into a single queue.
Blockage - A situation where callers receive a busy signal due to all lines being occupied.
BPO (Business Process Outsourcing) - A practice where a company outsources call center operations to a third party.
Break Time - Scheduled periods where agents step away from their desks.
Business Intelligence - Data-driven analysis used to optimize call center operations.
C
Call Avoidance - Strategies agents use to reduce handling calls, often negatively impacting performance.
Call Back - A feature allowing customers to request a return call instead of waiting on hold.
Call Blending - Managing both inbound and outbound calls in a call center.
Call Center Schedule Adherence - A metric that tracks how closely agents follow their assigned schedules.
Call Coaching - Supervisors or trainers guiding agents during or after calls to improve performance.
Call Flow - The structured path of a call from start to resolution.
Call Handling - The process an agent follows to manage customer interactions effectively.
Call Monitoring - Supervisors or quality teams listening to live or recorded calls to assess quality.
Call Recording - Storing call audio for training, quality assurance, or compliance purposes.
Call Routing - The process of directing calls to the appropriate agent or department.
Call Script - A predefined dialogue that helps agents provide consistent customer service.
Call Transfer - Moving a customer call to another agent or department.
Callback Queue - A list of customers awaiting a scheduled return call.
Calling Line Identity (CLI) - A feature that displays the caller’s phone number.
Chatbot - AI-powered virtual assistants that handle customer inquiries through text or voice chat.
Cold Transfer - Transferring a call to another agent without prior information being relayed.
Contact Center - A broader term for a call center that includes multi-channel communication (e.g., phone, email, chat).
CRM (Customer Relationship Management) - Software that manages customer interactions and data.
CSAT (Customer Satisfaction Score) - A metric used to measure customer satisfaction based on surveys.
D
Dialer - A system used for automatically dialing customer phone numbers.
Disposition Code - A label assigned to a call indicating its outcome or resolution.
Do Not Call (DNC) List - A registry of phone numbers that should not be contacted for marketing purposes.
Downtime - Periods when systems or agents are unavailable due to technical issues or maintenance.
E
Escalation - The process of forwarding a call to a higher-level agent or manager.
ETR (Estimated Time to Resolution) - The predicted time it takes to resolve an issue.
F
First Call Resolution (FCR) - A metric measuring the percentage of calls resolved on the first attempt.
Follow-Up Call - A secondary call made to check on a customer’s issue or request.
Forecast Accuracy - The precision of predicted call volumes compared to actual numbers.
G
Ghost Call - A silent or abandoned call received by an agent.
Grade of Service (GOS) - A measure of the quality of service based on how quickly calls are answered.
H
Hold Time - The time a caller spends waiting on hold before speaking to an agent.
Hot Transfer - A transfer where the first agent briefs the second agent before transferring the call.
I
Idle Time - Time an agent is available but not handling a call.
IVR (Interactive Voice Response) - A system that allows callers to navigate options using voice or keypad inputs.
K
Knowledge Base - A repository of information that agents can access to assist customers.
L
Live Chat - A real-time messaging system for customer service.
Lost Call - A call that is disconnected before being answered.
M
Multi-Channel Support - Handling customer interactions across multiple platforms (phone, chat, email, social media).
Multi-Skilled Agent - An agent trained to handle various types of customer inquiries.
N
Net Promoter Score (NPS) - A metric that gauges customer loyalty based on survey responses.
No Answer Rate - The percentage of calls not answered within a set time frame.
O
Occupancy Rate - The percentage of time agents spend handling calls versus being idle.
Omnichannel Support - A seamless customer experience across multiple communication channels.
Outbound Call - A call initiated by an agent, often for sales or follow-up purposes.
P
Peak Hours - The time of day when call volume is highest.
Predictive Dialer - A system that dials numbers based on call availability predictions.
Priority Call Routing - Directing important calls to higher-priority agents.
Q
Queue - A virtual line where callers wait for an available agent.
Queue Time - The time a caller spends waiting in line before speaking to an agent.
R
Real-Time Monitoring - Supervisors tracking calls and agent performance in real-time.
Resolution Rate - The percentage of issues successfully resolved by an agent.
T
Talk Time - The duration an agent spends actively speaking with a customer.
V
VoIP (Voice over Internet Protocol) - A technology that enables voice communication over the internet.