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Glossary |
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Base Staff - The minimum number of agents needed to provide service in a given period of time. Also called "bodies in seats". Does not account for non-productive work factors such as breaks, training, meetings, etc. Beep Tone - A tone heard before a call arrives, also called a zip tone. Beep tones are sometimes used to announce that a call is being monitored. Benchmarking. - The process of measuring performance against some set standard. Benchmarking in the contact center industry refers to comparing demographics, processes, and service with other organizations to identify strengths, weaknesses, and improvement opportunities in one's own organization. Blocked Call. - A call that cannot be completed because of a busy condition. Blocking. - The inability to complete a connection between two points because of a busy condition in the pathway. Business to Business. - A term used in contact centers to represent the type of contact that is primarily to/from other business Busy Hour - The two consecutive half-hour periods of a day in which the largest number of calls/contacts are offered. |
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