This is sometimes called average delay. May be speaker-dependent or independent. For example, when a caller inputs an account number on the keypad of their phone, it is sent to a data system, where it is matched with existing data. Net Promoter ScoreNPS is a leading growth indicator based on a survey that asks customers how likely they are to recommend a brand to friends and colleagues, on a scale of 0 to 10. Includes calls, emails and chats. People use the term to describe all sorts of virtual interfaces that create digital realities. Wrap-Up CodesBrand Specialists enter codes into the automatic call distributor (ACD) in an effort to ascertain what type of calls they are handling. If a company makes and sells its products within the same nation, using materials purchased from the local area, then it can be said that the company is a domestic company. This also applies to situations in which a call cannot be resolved at the first point of contact and must be passed to a representative with additional permissions or resources to better assist the caller. Cost Benefit AnalysisA study quantifying the costs and benefits of a decision or project over a specified period of time, as well as the costs and benefits of the alternatives. Workforce Management SystemA system charged with the tasks of creating staff schedules, determining staff requirements, forecasting calls and tracking performance of Brand Specialists. Workforce OptimizationThe science of using the workforce as efficiently as possible at the time when it is needed. Answer SupervisionThe signal sent by the automatic call distributor (ACD) or other device to the local or long distance carrier to accept a call and begin applying long-distance charges, when applicable. Patient SatisfactionA measure of how happy a patient is with the services received from their healthcare, medical or hospital provider, whether while they were in the provider’s office or during an interaction with a healthcare call center representing the provider. Includes call recording, quality assurance, workforce and analytics. World-Wide Web (WWW)A protocol that allows for the cataloging of internet content.  Also known as medical call center or healthcare contact centers. First AttemptCalls that attempt connection on a group of trunks for the first time. The respondents are divided into three categories: promoters, who score 9-10 and are loyal enthusiasts; passives, who score 7-8 and are satisfied but unenthusiastic; and detractors, who score 0-6 and are unhappy customers who can damage reputation and growth with negativity. Call OpeningThis is the salutation to the customer at the start of a call with a Brand Specialist, or agent. Speech AnalyticsRecording and analyzing calls, often using speech-recognition software, in an effort to better understand the needs of the customer, evaluate the knowledge and skill set of your Brand Specialists and to optimize customer interactions. May also be used with email, chat or social media. Brick and mortar can refer to a traditional business, or the physical facilities of a company that also has e-commerce or mobile operations. Widely considered a unit of telephone traffic calibration. BlockageA scenario in which phone lines or other communication channels are filled to capacity with in-progress and queued contacts, potentially causing additional inbound contacts to be blocked. Important to consider company branding on outbound calls. See social media customer care. Not Ready StateThe state of a Brand Specialist who is not currently available to take calls. The automatic call distributor (ACD) can display real-time statistics to convey the current state of a Brand Specialist. Help DeskA call center typically set up to handle calls in support of a product or service. Cost Per CallA metric used by calculating the total cost of running a call center divided by the number of calls handled in a given period. MultichannelA market strategy that uses multiple independent channels to reach a customer, such as brick-and-mortar, catalog, or website. Medical Call CenterAn operation combining human, technical and physical resources to field inbound and/or place outbound phone calls in support of healthcare. Telephone Service Factor (TSF)A calibration dependent on an equipment manufacturer. Performance ManagementThe process of managing the work effort of individual employees for the purpose of achieving a company or organization’s goals. See occupancy. This could account for calls, emails, chat, social media and SMS inquiries in queue or the current longest wait, for instance. This may be used when demand far exceeds planned forecast. It is based on the assumption that callers will keep retrying to get connected if they are at first unsuccessful, which can result in an overestimation of trunks required. Chris Messina, formerly of Uber, is frequently credited with creating the term. Facebook Private MessagesOn Facebook, communication that occurs privately, not on someone’s wall. CTCWeb click-to-call. The first version of CES asks the customer to rate the amount of effort they had to put forth to handle their request. Voice Recognition SystemA telephone system using speech recognition to activate equipment that dials telephone numbers automatically, route calls, make selections or capture information from the caller. Some may start at the switch level, before the call reaches a recorded message and others may start the count after. Desktop ApplicationsSoftware that facilitates tasks necessary for an enterprise to function. The formula to determine the number of FTE positions required for a specific program: Total FTEs equals total number of scheduled work hours divided by number of hours one full time person will work per week. Recordings can also be used before a call connects to a Brand Specialist previewing what may be discussed and what information the caller may need to have ready once connected. Goals to be achieved, behaviors to be followed. Voice Over Internet Protocol (VoIP)A system that is able to transmit telephone data to the internet, thus making the internet a source of communication in the same way that a telephone is. The turnover rate is the percentage of employees that leave the company on an annualized basis. Customer Relationship Management (CRM)The strategy of identifying customer needs, improving customer interactions and customizing contacts, sales approaches and automation to provide optimum service to each type of customer to maximize the bottom line benefits to the organization. Clients, customers, managers, Brand Specialists and various other people can be stakeholders. © 2020 Global Response. TelecommutingCommunicating by telephone and/or a computer system to perform job duties from off company premises without traveling to and from a main office. Call centers support a number of different industries and functions, and often handle contacts via channels beyond the telephone, including email, chat, social media and SMS. Once a match is identified and validated the process can be configured to handle the call any number of ways. Hospital Call CenterAn operation combining human, technical and physical resources to field inbound and/or place outbound phone calls in support of hospital care. CoachingThe process of optimizing Brand Specialist and program performance through positive reinforcement and encouragement. First Contact Resolution (FCR)Properly diagnosing and resolving the customer’s issues on the initial point of contact. The inverse of answer rate. Tech Support (Technical Support/Help Desk)Assisting the customer in resolving a range of technological issues, such as troubleshooting technology and/or maintenance of software systems in an effort to resume continuity and maximize technical performance. Traffic EngineeringDesigning telecommunications, data systems and networks to fulfill user needs. After-Call Work (ACW)The Brand Specialist activity that directly follows a call, email, chat, social media or SMS inquiry. It does not literally refer to all nations or states in the world. The local central office receives calls from within the local area and either routes themlocally or passes them to an inter-exchange carrier (IXC). Federal Communications Commission (FCC)This government organization regulates interstate communications. Social Media ListeningMonitoring social media by means of investigating and tracking what is being said about a brand or company. Training delivery The method by which training is conducted for contact center agents, or Brand Specialists. Abandoned CallA phone call that has been received by a call center’s communications switch, but is terminated by the caller before any conversation begins. PRI supplies 30 bearer lines (30B+D) in Europe. Web click-to-talk (CTT)A technology that converts web traffic into a voice telephone connection using voice over internet protocol (VoIP). Climate change describes a change in the average conditions — such as temperature and rainfall — in a region over a long period of time. Common applications include bank by phone, check on my order and store locator. Day-Of-Week RoutingUsually used when Brand Specialists are not available. It is a broad term that takes into account people, processes and technology related to the acquisition and retention of customers, and the maximization of the value of each customer relationship. Single Point Of FailureWhen the success of a project or process is inhibited by a single element. File Transfer ProtocolCommonly used protocol for transferring files over the internet. The outsourced contact center may reside internally, externally or virtually depending on the needs of the parent company. Six SigmaDeveloped by Motorola, Six Sigma is a process to drive down defects for the customer and to get as close to zero defects as possible. Consumer AffairsAny action taken by a customer to express their questions, concerns or comments about a product, service, policy or action taken by a Brand Specialist in an effort to meet the needs of the customer. Average Delay to AnswerMetric used to calculate the average time a call remains in the queue until a Brand Specialist has picked it up. In statistical terms, the variance-to-mean ratio of peaked traffic is greater than one. OverflowCalls that are rerouted to another group of Brand Specialists or site in the effort to balance a workload resulting in the reduction of delay to answer a call. Through integration of sites using network circuits (such as TI circuits) and automatic-call-distributor (ACD) software, calls routed to one site may be queued simultaneously for Brand Specialist groups in remote sites. Data MiningDescribes the detection of trends in customer data over a period of time. 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